Arghh! Posted DVD yesterday,buyer claims it is damaged,what do I do?

[Mirage]

As above really,I posted it securely wrapped Monday,2nd class,she says that the case is all 'busted up' and marked.It certainly wasn't when it left here,so what do I do.Do I get her to return it so I can see it? Can I refund her and claim from Royal Mail.I've never had a problem like this before so would be really grateful for any help.Thanks.

You can refund her and claim the money and postage costs back from Royal Mail. Link to what to do here.

you should ask her to return it first before you refund I reckon.

I would definately ask for it back, I've had a number of issues where something is reported as damaged and when I ask for proof I don't receive anymore communication.

Mind you, having walked through many sorting offices, breakages don't surprise me, so they could be geniune, and if so, they won't mind providing proof.

I'd just refund. Not worth the hassle, unless it was a gold-plated disc.

Hi,thanks for the advice.I've sorted it now and refunded her.I explained that it certainly wasn't damaged before it went in the post and pointed out that that was why I used my own pictures rather than stock,so people could see the condition,and that I check everything before posting.I asked if she could send me photos of the damage which she did,and we both agreed that it looks like it has either been stood on or had something dropped on it in transit.So I've refunded the whole lot.She has offered to send it back,but tbh,it isn't worth the postage/hassle as I couldn't resell in that condition.

She is more than happy and has left glowing feedback,and has also emailed to say that if I need the DVD sending back as evidence for RM claim,she is more than happy to do so.So all ended amicably.Now to see if I can claim back from RM.