Customer Sent back item open and broken.

[joannj112]

A buyer returned a DVD because they found it for a cheaper price. It was shipped sealed and returned opened and broken. I filed a report. Do I still need to issue a partial refund even though I filed a report? This is the first time I've had a problem with a return. I don't want to get penalized for not giving a refund if I have to give it regardless of the condition it was returned, then file a report.  I have a "free returns within 30 days of delivery" policy.  

Thanks!

[orangehound · Accepted solution]

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@joannj112 wrote:

A buyer returned a DVD because they found it for a cheaper price. It was shipped sealed and returned opened and broken. I filed a report. Do I still need to issue a partial refund even though I filed a report?

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Yes.  This sounds like a case where you refund 50%.

Guidelines for partial refunds are found in the Refund deduction guidelines table on this page.

[joannj112]

Thank you for your reply!