Item received broken

[mccartney-6181942]

So a lady bought an autographed album from me for $650 a month ago. She gave it to her husband over the weekend for his birthday and claims that the glass was broken on the record frame. It was wrapped multiple times in bubble wrap and had a “Fragile” label on the outside box. She said that the glass caused damage to reduce the value of the item. I asked for pictures which I did not receive yet. She asked me what her options are. Today is the 30 day from estimated delivery date, with the actual delivery date being the 16th. I’m new to selling and have sold multiple fragile things without an issue. It was USPS. I asked for photos before proceeding, but my question is how do I proceed? I am waiting for pictures. Should I offer a partial refund if the album looks ok? Full refund? I’m so upset I don’t know what to do. 

[youn2240]

Don't refund unless they go through eBay to make you do so. They have 2 more days to start a refund and if they are upset about the condition on a 650 dollar item they can go through the difficult task of clicking a couple buttons. Could be legit complaint because it's glass or could be someone fishing for a partial refund because they just spent 650 on an album. I'd let them figure it out if they aren't going to send pictures of whatever they are talking about. 

[house*of*paws]

Hi again @mccartney-6181942

I (and others) answered your question when you asked it earlier on the 'Ask a Mentor' Board:

https://community.ebay.com/t5/Ask-a-Mentor/Returns/td-p/35172149

Please don't ask the same question on more than one Community Board.  It really confuses matters.  🙂

[stainlessenginecovers]

Your options are obvious; for $650- tell her to go anywhere that can replace that glass (glass shops, Home Depot, Michaels etc etc and YOU will pay her back (up to (figure it out)).