Item broke while packaging

[laurieonthegoaz]

My son dropped the unit while going downstairs and the laser unit shattered 😞

What do I do now? 

[mr_lincoln · Accepted solution]

Hi @laurieonthegoaz 

-Message the customer and let them know that the item was inadvertently broken during packaging.  Don't mention your son did it, just that is was broken during packing it up.  Ask them if they would be willing to message you back requesting a cancellation.  If they do then you can cancel using the reason "Buyer requested ...".  This avoids a strike on your account and the communication could avert receiving less than Positive Feedback if you were just to cancel using the Out of stock reason and no communication. 

[laurieonthegoaz]

OMG! Thanks so much for the advice. My reputation is extremely important to me...YOU ROCK!!

[mr_lincoln]

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@laurieonthegoaz wrote:

OMG! Thanks so much for the advice. My reputation is extremely important to me...YOU ROCK!!

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@laurieonthegoaz 

You are more than welcome ... please let us know how it works out.  Reasonable customers will understand and work with you.