Buyer requesting partial refund

[sanric135]

I have a buyer who said her item arrived broken in half but was well packaged so was damaged in shipment.  She doesn't want to return just wants a partial refund.  I have insurance on the shipment so I filed a claim.  USPS requested to have package brought in, buyer refuses and said all she wants is a partial refund.   Piece was damaged in shipping but I can't recoup unless she takes to USPS, am I obligated to refund if she won't return or take to USPS?

[rfmtm]

You may not recoup anyway if USPS finds your package not up to their standard, and unfortunately you can't force the buyer to cooperate.  But you can insist they return the item before refunding.

Best to first have buyer send you a picture of the damage, which should have been included in the claim, as sometimes it will be paid without inspection.  Otherwise, just consider offering a partial refund and move on. 

[sanric135]

She sent pictures but only of the item not the package.  Not sure if she had thrown package away or what but refuses to take to USPS and wants to keep which is fine with me but I am out the $$$ if I can't show the damage that was from shipping.

[rfmtm]

Without the packaging, USPS will denied the claim. 

May be worth it to just offer a very small refund to make her happy, otherwise insist that if she will have to return the item first.  If she really wants the item and it is repairable, you just won't hear from her again, but giving a partial refund will keep her happy and maybe save you from negative feedback.