Need some advice

[fishybits]

Sent a metal playpen and used parcel tape to hold it together. Just had an email from the buyer saying that the tape sticks to metal so it's no longer in perfect condition. I see no reason for him to lie.

What do I do? He hasn't asked for anything but my instinct is to offer a £10 refund towards residue remover or for him to return it for a full refund.

What did he pay for it? Was the postage expensive?

I might be inclined to see if I could do a deal on a partial refund - £10 or thereabouts like you suggested - to avoid all the hassle.

He's messaged me again to say there's a crack in a plastic fitting so wants a refund. There were no cracks when left here so I've said to return it and once I've check my security marks, I'll refund him in full.

Hope that's the right thing to do.

He paid 36 pounds + 9 for p&p

you will have to refund in full and claim from the courier. Can he send you photos of the crack? Who did you send it with? You may be able to claim without him needing the cost of sending it back.

Urgh, I've offered a full refund plus to pay for the return postage. He's saying things like "I know I'll get a full refund from eBay so hope we can sort it out ourselves".

I'll go for a claim from the courier company once I've got it back.

but you won't need it back if you can have photos of the damage - who is the courier? Normally, you just send pics of the damage and they refund. No need to have the expense and hassle of a return.

TNT is the courier and I'm insured up to the value of 50 pounds which more than covers it. I've never needed to do this before so into new territory for me.

He's gone quiet after the security marks comment. Looking at his feedback he seems to sell secondhand baby equipment. He paid a very good price for the playpen and no obvious way to make money selling it on having paid the price he did. I'd wrapped the playpen in two play mats so I'm very surprised it got broken at all. The tape marks is a schoolboy error though.

I'm horribly cynical aren't I

I'm a bit of a cynic too OP, so don't feel bad.

It's not a cheap item, so I would expect him to return it to you if he wants a full refund. If he just wants a part refund I would ask for photos of the damage and go from there.

but if the tape has damaged it then the courier didn't cause that - so you may end up out of pocket.

We've had a chat and he's going to return it for a refund and I'll claim from the courier. I'll donate it to a charity as it's still fine to use just no longer in perfect condition.

The tape has just put a few sticky spots on the metal easily cleaned off but which would've definitely warranted a partial refund but the cracked plastic fitting is new damage that isn't there in my original photos so down to the courier and makes it unsellable for him.

Very dull but a good lesson in how to put things right.

Thank you very much for all the advice.