item received broken

[bonnee480]

Buyer claims item was received broken and is requesting a refund. What is the protocol. Doe she need to return it? Am I responsible for the damage or is USPS, it was shipped First class

[ebooksdiva]

Are they requesting a refund through messages? If they are the buyer needs to request a return through the order by clicking the button that says Return This Item.in their Purchase History page. As seller you are responsible if the item is damaged in transit. 
When the buyer opens the return you should accept it, wait for the item to,come back. Inspect it to ensure it’s the item you sent. Then refund. 

[lakefor94]

Yes, seller is responsible for items received with any type of damage.  If you sent via Priority USPS, you have up to $100 worth of insurance, you the seller can collect, but it is not an easy road to travel.

On just about any return, I tell the buyer only this:

"Sorry to hear that you are not pleased with your purchase.  Please return for refund."

That puts the ball in their court and I wait and see what they do. If they file a return case with the reason of, item arrived damaged or any INAD reason, seller will be paying return shipping if seller wants item back before refunding.