Sold As A Set - Only One is Broken - How to Refund?

[doloo]

I sold a set of Lenox Candle Sticks; one was broken in shipping.  I have filed one claim with USPS before, no huge deal.  However, customer wants to return both - like right now. I'm leary that USPS will only pay for one.  Any specifics you can give me would be appreciated. 

[southern*sweet*tea]

Per Ebay's Money Back Guarantee (MBG), the buyer is entitled to a full refund upon return of both candlesticks. If they file a return, you  need to accept the return, send the label and refund when you get them back.

Insurance is for you, not the buyer. The buyer has the MBG.

[nobody*s_perfect]

Of course USPS will only pay for the broken one, unless they deny your claim based on inadequate packaging.

eBay's buyer protection policy is called the "Money back guarantee."  If the buyer files a claim for item "not as described," then you must issue a full refund; and if you want the item(s) back you must pay for the return shipping. The buyer is not obliged to cooperate with your insurance claim process.

https://www.ebay.com/help/policies/ebay-money-back-guarantee-policy/ebay-money-back-guarantee-policy...

[comics-scifi-collectibles]

@doloo   Why would you expect the buyer to want to keep one candlestick and not receive the full refund that they are entitled to?  

What good is one candlestick if they are part of a set?  

[kensgiftshop]

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@doloo wrote:

Any specifics you can give me would be appreciated. 

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You don't have much of a choice.

If you want to file an insurance claim, give the buyer a full refund and have them hang on to the items and package so they can be inspected.

Or, accept the return and pay return shipping and give buyer a full refund once they are returned.