I sent a perfectly functional electronic horn to a buyer. They request refund and it wa working!

[sassy50]

I sent an AE-10 Roland horn to a buyer, it took a long time, temporarily lost in shipping but did arrived. Was in original packaging as sent from Roland to me, and worked when I packaged it

Only damage could have been from shipping. Now they ask for a return.

What can I do? I know it was fully functional.

[wooden_flower]

@sassy50 

You are responsible for the item until delivery. If it was damaged in shipment, you must refund the buyer, then file a claim with the carrier. Ask the buyer for photos of the box and the item for the claim. Unless you added more insurance, there is $100 of coverage. If sent usps, file the claim here - https://www.usps.com/help/claims.htm

I assume you want the item returned, so ask the buyer to open a return request. Accept the return. Ask the buyer to print the label but not ship it until you hear about your claim. Then go to the return and select refund buyer now. They may have to take it to their PO for inspection. Most buyers will cooperate, but if you don't want to chance it, have the buyer return it to you and refund when returned, and skip the claim.

[sassy50]

It was never returned!! Do I get my sale money back?

[wooden_flower]

@sassy50 

You need to give an update.

Did the buyer open a return, and you refunded? Did you make sure he printed the label before you refunded? If you don't know, message the buyer and ask if he has the label.

Did you file a claim? Did you receive the reimbursement and then ask the buyer to go ahead and ship it back to you?