Sent item with missing piece

[sams2ndhandshop]

hello, I sold and sent a pair of used boots. The buyer contacted me to say that the insole in 1 was missing. I found the missing piece and offered to send it, and the buyer agreed. 

The buyer has now contacted me and is demanding a partial refund, as it has not yet arrived. The missing insole is scheduled for delivery tomorrow, and I sent her the tracking info.. The buyer has not officially filed for any return or refund, only through messaging. any advice? I am new to selling. I will always double check for insoles now ha. 

[titipeo]

For now, wait until item has delivered. As long as buyer has not submitted an official claim through eBay, not much you can do yet. 

Separately, and this is up to you, you can decide if you want to offer a partial refund for your error. The problem here is what is considered a good amount for refund. You made an error and sent an incomplete item to your buyer, who had to contact you about the missing part. You acted in good faith to send the insole separately due to the error and make the buyer whole.

I presume you provided the tracking # to buyer when you sent it. Wait till insole is delivered and see if buyer comes back. He might just be testing you. 

[ebooksdiva]

As the previous poster said wait until the item is delivered. 
I know you didn’t ask, but since you are fairly new to selling you need to know this.

When shipping perfumes or other liquid fragrances, USPS restricts shippers to ground transportation only. Therefore, you will need to use the mail class Parcel Select Ground(the similar service at the Post Office is Retail Ground, and it's more expensive than Parcel Select).

[ebooksdiva]

Attempted to edit out my post ..please disregard. First class does ship ground. 

[buyselljack2016]

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@ebooksdiva wrote:

Attempted to edit out my post ..please disregard. First class does ship ground. 

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But the packages need to be correctly showing "ground transport only" identification 🙂

I have coast-to-coast packages getting delivered in 2 days, and 1st Class most assuredly hops a plane to get to Hawaii.

[lamber9347]

@sams2ndhandshop As you are a new seller, feedback needs to be a concern for you. Once you've established yourself as a seller with a higher number of comments, you will be fine. At this stage a negative comment for missing pieces will affect your selling account. So, in that vein, you should offer a large partial refund and a huge apology. You need to keep this buyer happy, and this was your error. It will never happen to you again, but first you need to fix this one. Best of luck to you....