I damaged an item while packing, before shipping

[granada_girl]

I damaged an item that was part of a set before shipping it. The buyer might still want it, so I planned to contact them and offer a discount as a courtesy. If they decline, which would be understandable, how do I go about cancelling the order? Will this be a strike on my seller record? So far my feedback has been 100% positive.

[inceptions · Accepted solution]

Hi @granada_girl 

A defect on your seller performance is unrelated to feedback. You'd need to cancel for the reason "damaged/out of stock," so yes you'd receive a defect.

An apologetic note and a generous discount, may be all that is required to satisfy your buyer. I would also attach a photo of the damage so the buyer can take a look at it.

[granada_girl]

Thank you, that's what I will do.

[inceptions]

You're welcome!

[granada_girl]

This situation had a happy ending. As suggested, I sent an apologetic email with photos and offered a big discount if the buyer still wanted the items.  After seeing the photos, the buyer said he didn't mind the damage and wanted to pay the original full price, not the discounted price I offered him. What a nice guy! There are really great customers out there.  Thanks for your help.

[inceptions]

@granada_girl 

That's wonderful! Thanks for posting the outcome. Most buyers ARE great (especially when they have a responsible seller who handles problems and provides good service)!