Item arrived damaged due to how I packed it, buyer is friendly, I have questions....

[rockymountaintundra]

I sold a metal sculpture to a customer who lives about 1500 miles from me. The sculpture is about 12” tall and has two pieces that stand out from the main piece, one about an inch, the other about two inches. I tried to package it very carefully but when it arrived the two pieces that stand out were bent.  I packed it tightly with bubble wrap not knowing that the metal was so soft, but I did wrap the two inch piece with seperate bubble wrap. The buyer was open to me having an art studio repair it, I had one lined up even. I didn’t hear back from the buyer for two days and when I did they said they had bought a heat gun and fixed it themselves. They will leave the amount I refund up to me. It was clear to me when I was going to use an art studio, I would pay the studio and pay for the buyers gas and time to take care of it, say an additional $20. Now I’m not sure what would be fair. Do I pay what I would have paid the studio, $25 + $20? Do I pay the price of the heat gun $20+ $20?  Or an overall percentage of the item, the item was sold for $250 but has sold for much higher in the past? One of my concerns is that the buyer will decide that they are not happy with their repairs because it is mixed metal and maybe it changed the appearance, when a studio could have made sure the metal was treated properly. I want it to be fair.  I can say I did see photos of the box and there is no damage to the box it was shipped in.  The photos below are of the stock item, the damaged item and the item after the buyer fixed it. Any feedback?  Thanks!

[sam9876]

Zero.

[lja440]

Just a hint on how to wrap something like this to ship in the future. 

If the figure is attached to the base shim it with something like solis Styrofaom or cardboard rolled into a tube. So if the box is upside down the item can not land on the weak piece but instead is suspended by the shims and the weight is still on the solid base. 

[mycarolinavintage]

Personally, I don't think you should pay out anything. Possibly a small percentage if you feel comfortable with that. I would not break it down into paying for their, gas or materials purchased for the job they decided to do  The buyer made the decision on his/her own to alter the item and lowered any value of it at that point. I would convey to the buyer what you will do and end it at that.  Don't go back and forth with this person. If they don't like the outcome of their repairs, too bad. Don't tell them that, just state what you will do. I would certainly not let them dictate the outcome and not pay any more than your offer to pay the professionalls to fix it. Call ebay and get advise. I think the buyer was in the wrong here and took the responsibility away from you.

[lintbrush*]

I'd refund what you think you would've paid the art studio plus an amount for diminished value.

The buyer could've opened a SNAD, and you'd be refunding it all - plus shipping both ways.   And then you'd have to spend the money for repairs and sell the statue at a lowered price because of the condition.

The tricky part is the repair.  While altering an item usually negates the Money Back Guarantee, the repair idea seems like it was yours - granted you wanted it done through an art studio but the buyer opted to do it themselves.  What if they weren't happy with the art studio's repair?  They would still get their refund. 

Put on your buyer shoes.  If you were going to buy a repaired statue, what do you think a fair price would be?  As the seller, what would you have listed it for in its current (damaged) condition - even if it had been repaired by an art studio.  That's the marker I would use to determine the amount of the refund.  What it sold for in the past has no bearing on today's market.

[pingpong517]

anything could happen,,, and since the buyer "fixed" it--they violated the possible retund due to the fact that they fixed it...and once they take it upon themself to have anyone or them self "fix" it....they hurt their chance to get ebay to agree...BUT ....

sounds like $20 + heat gun..is fait...even a round $50 is nice... no matter what and how you packed it..it showed up bent..lucky not BROKEN....so you have to make them haopy..and they sound like they aren't being a pain.... do what right...what would YOU expect? once you opened it and saw the bent gun?

i/m sure the buyer's feedback will stae the quality of service they get....and they could have opened a case and YOU would refund the original price paid and pay shipping back...so figure how much that would cost you...not to do that...

[lintbrush*]

I think a fair refund would be equal to the loss of value on the item itself.  What would statue sell for in a repaired condition? 

I'd be falling over myself to do that as the damage was due to [my] improper packing.  That sounds like the better deal rather than taking the return, paying for shipping both ways, paying for a repair, and selling it at the diminished value.

Also, it could suffer more damage on the return trip which may even lower the price more or even make it worthless.

(It's not just the bent gun - it was the headdress too)