How should I handle return?

[heatherickmla]

I sold a lot of ornaments. Buyer received today with the box damaged and one ornament broken. They requested a return and I approved, sending a pre-paid label. They messaged me back asking if I could just file a claim with USPS and they keep all of the good ornaments. How should this be handled?

[myboardid]

I've been here a long time and have grown cynical, but I think this buyer is trying to con you into a refund and they get to keep the ornaments, which I believe are not broken.  I would insist on a return for a full refund, including the parts of the broken ornament. 

Don't know how many times you have made a damage claim to the Post Office, but they usually deny the claim because the items weren't packed well enough.  Their logic is that if they were packed well enough they would not have gotten broken.  In addition to that, the PO will insist on getting all the ornaments and packaging material.  So basically, you will give the buyer a refund but get nothing back yourself. 

[kensgiftshop]

Sounds like they've done it before.

I would continue with the return and have them return for a refund.

[orangehound]

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@heatherickmla wrote:

I sold a lot of ornaments. Buyer received today with the box damaged and one ornament broken. They requested a return and I approved, sending a pre-paid label. They messaged me back asking if I could just file a claim with USPS and they keep all of the good ornaments. How should this be handled?

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USPS is pretty difficult when it comes to broken glass ... it has to be packed a certain way to win a claim.

I would see if the buyer would be willing to accept a partial refund.

[mam98031]

Ask for pictures.  They may be willing to do that.  You can't require it, but you can certainly ask so that you can make an informed decision on how you want to proceed.

[mam98031]

I forgot to mention.  If the lot of ornaments was inexpensive take the number of ornaments shipped and divide it into the product price [not shipping] and offer that as a partial refund.  So if it was $15 for 5 ornaments, offer a $3 refund.  

If this is an inexpensive item, I wouldn't spend a lot of time on it.  Offer the partial refund.  Issue it from their original payment in PayPal.  And don't forget to have the buyer close the claim.