So, a few weeks ago I sold a toy rifle. One piece (part of the trigger guard) was slightly cracked, which I mentioned in the description. When it arrived, the buyer told me that it had gotten damaged in transit and opened a return. They uploaded a photo showing that the cracked piece had broken off, but that the item was otherwise still intact. I immediately approved the return and purchased a label, since I knew it was my fault for not packaging it well enough and I'd have no chance of fighting it. Almost two weeks later, they finally shipped the item back (they sent me a message blaming health problems, so I don't blame them for that part).
I just received it back and I could tell as soon as I picked up the package that something was wrong. It felt too light, and the item was clunking around way too much inside the box. My fears were confirmed when I opened it up. The rifle was straight-up snapped in two. The break is at a point where you can clearly tell the damage was not there in the photo they uploaded when they opened the return. They'd removed about half of the shredded paper I'd used to protect it, and put the item in the box the wrong way (it was a custom built box).
My understanding is that for regular returns, the buyer must send the item back in its original condition and the seller isn't required to refund if it's been damaged, but what about INAD cases where damage occurs on the way back? When it was just the one part broken off, I was prepared to repair the item and relist it and still at least get back the money I initially lost on the shipping, but now I doubt I'll be able to sell it at all. What should I do to maximize my chances of not losing my money?
