How to handle a refund

[lv2run]

I made a sale recently. It was a Copenhagen Mug that was delivered on 9/9/2023. The buyer has now contacted me, with photos, on 10/1/2023,  3 weeks after the package was picked up, to say the handle of the mug was broken when he opened the box. There doesn't appear to be any damage to the box. The handle is in 3 pieces and broken off of the mug. It was well packed.

Address is 13822 Airport Way in Portland, OR. I seem to remember seeing some other posts on Ebay about problems with that address.

Just wondering how to handle this? Thanks very much for the help.

[ebooksdiva]

Regardless of how well packaged the item may have been, you have no way of knowing what that package was subjected to on the way to the buyer. 
If the buyer opens a return request for NAD you would…

Accept the return and issue the return label refund when you receive the item back, would be the best way to handle that. 
If you don’t, the buyer can have eBay step in, refund the buyer and allow them to keep your item, plus you get a lovely defect on your seller account for not handling your returns. 

[soh.maryl]

Are we sure that delivery address is not the address of a freight forwarder?

And, if it is indeed a freight forwarder, don't some other rules apply as to how the buyer can be refunded?  

[lv2run · Accepted solution]

Thanks. At this point I'll probably just issue a refund of all monies spent. Once broken the item has little value, so no need for me to have it come back. probably the best solution overall and for me to retain my reputation as a seller.

[lv2run]

From what I've seen in the forums it probably is a freight forwarder. But most folks seem to say it makes no difference in whether or not to issue refunds or returns.

[soh.maryl]

Actually, I believe it does make a difference in that the seller is only responsible for getting the package to the freight forwarder, not for any damage that happens after that.

If I am incorrect here, hopefully, someone will come along and set me straight.  

[pjcdn2005]

You are correct BUT ebay has to have some evidence that the item was forwarded to the buyer.  They don't generally deny a not as described return just because the address was for a freight forwarder. However, the seller has to provide return shipping from the OR location.

@lv2run 

You might try sending a message asking the buyer if they will be shipping the item back from OR.  If he says that he is shipping it from another country, you might be able to get eBay to decide in your favor. However, it might be safer and less risk of getting a defect if you simply refund.

[lv2run]

Thanks. Already issued the refund. It wasn't a large enough amount to go through a bunch of trouble, and I just figured it makes good business sense.