Help!

[kailmar_94]

Buyer is claiming item was damaged during shipping, but said in messages that they damaged and “opened the box the rest of the way”, and is now requesting refund for shipping because item wasn’t “packaged correctly”

[monica-sells]

Tough dilemna....big ticket collectible...new seller

I suspect you might be getting punked here....

however, I would probably not capitulate to the buyer demands....but that may jeopardize the condition of this collectible during a return. They are not saying the item is damaged, right, but want a refund because the outer package was damaged?

Quick side note: Why is the shipping so expensive?

[kenneth686321]

Did they open an official Ebay case? 

You have 2 options here 

1. Tell the buyer to return for a full refund and you will have to pay return shipping (recommended option)

2. Negotiate a partial refund and hope that they go away

DO NOT let Ebay step in and "help" ever. 

[redlinear]

Sound like they received a damaged, partially open package (ripped open from damage?)>

And opened it further to see if the contents were damaged. 
And the contents were damaged.
   This would be due to improper packaging according to the customer, because they paid you.
 AND, unfortunately, according to the shipping company because the shipping company didn't package it.

[dhaga]

Sounds like a communication issue. Without seeing exactly what the buyer wrote it is difficult to say.

You wrote: "...said in messages that they damaged and “opened the box the rest of the way”,...". Only "opened box the rest of the way" is in quotes so why are you saying the buyer said they damaged and opened the box? 

Giving benefit of doubt to the buyer it sounds like the item was damaged during shipping. 

[tobaccocardyahoo]

As a rule of thumb, anything a customer claims is not as described is likely to be deemed as not as described by the Ebay Money Back Guarantee process so you need to be responsive and convince the buyer to close this case if you do not want the item back and to refund in full. And do not fail to meet any deadlines in the process because it can cost you both the item and the payment.