Partial Refund Question

[bohemiangangster]

If anyone out there could give me some advice on this situation it would be greatly appreciated. I shipped a buyer a Yankee Candle Fourth of July (older, retired. Collecters item type set) it included  4 peices -  3 small candle holders and a tart burner. The tart burner being the big ticket item in the lot. All of these items were constructed of a heavy resin - not glass. I packaged these items extremely well - I double wrapped them with paper and bubble wrap along with foam egg crate padding. The buyer contacted me with pictures of the 3 small candle holders showing they were broken, but miraculously the tart burner (the big ticket item) was fully intact without a scratch. They want a 50% partial refund or threatened to return all of it. The buyer claims they are new on ebay and this is the first purchase they have ever made on the site. Not sure weather to think I am being scammed or if this is legit. How would you proceed ?? Thanks !!!

[orangehound]

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@bohemiangangster wrote:

How would you proceed ?? Thanks !!!

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I would assume the buyer is telling the truth, and that the candles were broken in shipping.   To assume otherwise is pointless speculation because it doesn't change the reality of their claim.

Whether to offer 50%, offer some other amount, or request a refund really just depends on your economics.

[myboardid]

Do you want it all back?  Then tell them to open a return request, send them a pre-paid return shipping label, and refund in full when you get the set back.  If you DON'T want it back, then agree to the refund and send it. 

[bohemiangangster]

Thank you!!! 

[bohemiangangster]

Thank you !!