Should i ask for item back first if buyer wants partial refund for 1 item in lot

[frshprinceofstl]

I recently Sold some gold jewelry as a lot and the buyer sent me a message saying one item was gold filled and not 10k like it said in listing and included a pic of the acid test. They go on to say 2 other items weighed less than what i said in the listing. They claim the 14k item weighed 14.1 grams when my scale read 14.8 and the 18k weighed 13.3 when my scale read 13.8.

they didn’t open a claim but asked for a full refund for the 10k of 225 and for me to give partial refund to make up the difference in weight of other 2 items ( $23 and $27) a total of $275

I have no problems with making things right and always go out of my way to make sure my customers are happy even if that means I’m losing money I’ll do my best to make it right.

 But here’s the thing, the kit sold for $1,350  

the value of the gold by my measurements would be $1,681.34 so i was already leaving money on the table.

i don’t believe the customer is being unreasonable with their claim that a few numbers were off but even with the weights they got on the 14k and 18k then the gold value would be $1,417.76 so they still got a good deal and the other item was basically free.

 I’m just wondering if there’s any suggestions on what to tell them and how to handle this going forwards without any sort of negative reaction from the customer about me or my account

[chevymontecarlo88]

I sell many items on consignment so when something like does happen, i will let them know to open a return request and that you would refund them 100% and apologize. Typically i don't like to negotiate after the sale unless i know for sure it was a mistake that I made. Some buyers (not saying your customer) do this as a way to get a better deal on an item the purchased. Take the time to view their feedback (received and what feedback they left to others) to see if there are any patterns or red flags. Keep the customer communications polite and offer replacement solutions if possible.

I find that if you over communicate politely with other options (solutions, replacements ect.), you may limit the chance of negative feedback being left for you.

-Good Luck

[klhmdg]

I always apologize  and then say "please return for full refund"

Since this is a "lot", more than 1 item in the listing, the buyer would have to return everything for the refund.

I dont get into any back and forth, "Just Im so very sorry. Please return for a refund"