FIRST for ME Help

[trinketsandtreasures88_2]

Sold 2 Tuscan bowls with underplates set a reduced price. I wrap each item individulally, first in tissue, then in small bubble wrap, finally cushion box in large bubble wrap with foam separating pieces. Customer claims one of the bowls arrived broken and wants me to refund for 1/2 the money. I don't have a problem with that, question is refund 1/2 the total price? Including postage? How do I proceed with a refund? Thanks

[iart]

I'd refund half and all the shipping after making sure that the buyer will be happy with this.

Sometimes, when we feel we messed up the sale we might even include a few bucks for a coffee or soda.

It pays to keep customers happy. If you were the buyer, how would you want to be treated?

If paid via Paypal, find the payment there and look for the refund option. Paypal allows partial refunds.

Unfortunately, ebay will then probably mark the item as unpaid but nothing you can do about that. Just annoying.

Good luck!

[tenbiksewingembroideryitems]

First, did you verify with a picture of it broken?

Second, did you insure the items?  If so, then why not file a claim?

Lastly, I would give 1/2 of the purchase price and do not include the shipping cost.

[*help_no_brakes*]

You sold the bowls at a "reduced price".

Now the buyer wants a further discount by claiming one is broken. 

I would reply Return Both Bowls for a Full Refund. 

This MAY cause the bowl to magically become unbroken. 

[tenbiksewingembroideryitems]

Yes, I would going to say that especially if they did not show him they are broken; may have broken one on purpose b/c they only needed one.

Do a return! Good advice!

[karen9nick]

I would refund half of the shipping costs and full refund on the one plate. Ask first if your buyer would be satisifed with that. Seems like you wrapped it very well, but sometimes these things happen beyond our control. Hope this helps you.

Karen

[tripper101]

You should never give a partial refund for anything never.  You tell your customer to file a return through ebay.  They return the package through ebay and then you refund the whole amount plus shipping both ways.  In the long run more than half of the returns will not even be made because their is nothing wrong with the item.  Even if you feel you must give a partial refund have the custom open a case their is an option for you to do it their.  At least ebay will see if someone is abusing it. This then protects you from getting negative feedback.  This is the best policy ebay ever put into effect and why sellers simply do not follow it is beyond me.  Giving partial refunds does not work on ebay.  It pomotes theft.  Who ever heard of getting a partial rufund on a mail order?  Or an online order anywhere else? 

[uncseniorsportsfan]

I'd first request a photo of the broken bowl and packing so I could file an insurance claim.   If that is provided I'd refund half of the entire payment.

If the buyer bulks at providing photos, I'd request a return of the entire order, and use the return to file an nsurance claim.  

Other than in electronics and designer brands categories, I believe most buyers are honest. 

[a*river*runs*through*it]

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@trinketsandtreasures88_2 wrote:

Sold 2 Tuscan bowls with underplates set a reduced price. I wrap each item individulally, first in tissue, then in small bubble wrap, finally cushion box in large bubble wrap with foam separating pieces. Customer claims one of the bowls arrived broken and wants me to refund for 1/2 the money. I don't have a problem with that, question is refund 1/2 the total price? Including postage? How do I proceed with a refund? Thanks

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That doesn't sound like adequate packing to me.

[mr_lincoln]

@trinketsandtreasures88_2  Here is my response when a Buyer says there is damage.

"Please send pictures for my records"

It has only happned a few times in 2 years ... one item was mysteriously fixed.

Next, and I agree with others, regardless of pictures or nottell the Buyer to process a return request for a full refund and they prefer to have all the items back.

Now, some advice on packaging ... I will put a plate wrapped as you did, then a piece of cardboard, then another wrapped plate or other fragile piece, etc.  I try NOT to stack plate on plate regardless of them being wrapped in bubble wrap.

[uncseniorsportsfan]

A packing note:  I've found that thick walled foam coolers (like Omaha Steaks uses) are often the best way to send very fragile items.    Pottery can be damaged by vibrations - a card board box does not protect against vibrations no matter how well you wrap the items like a thick styrofoam container does. 

[turquoisetulips]

Ask the buyer to simply return the broken bowl . When it arrives then send her half a refund of total price .

[sharingtheland]

Sometimes, when we feel we messed up the sale we might even include a few bucks for a coffee or soda.

Seriously?  

The most I would ever do, and it would a rare, rare occurrence, is send a "coupon" for a small discount on a future purchase.  

[goddess-bastet-1910]

You sent one broken item to the buyer. You need to refund at least half the costs. You can require a return, but you will end up paying for the return as well as refund the entire amount. A single bowl may be worth even less than 1/2 of what you received from two. Add to that the return costs and the neg that you will get.

Don't forget that the shipping was higher than the total cost of the bowls.

[trinketsandtreasures88_2]

Thanks so much.