Buyer sent message today saying item damaged when opened.....

[Snufflebufty]

Hello

I sold an ornament last week which clearly stated the head had been broken off and glued back on. Today we got a message stating that when the buyer opened it, the head had broken off. I am finding this really hard to believe as it was packaged really well (2 layers of bubblewrap, more packing around it then inside a box) and when I shook it, it didnt make a noise, so wasnt even moving inside the box. What do you think I should do?

Tia

Ask them to return it (getting proof of postage), then you will refund the item and their costs.

now I know you probably don't want it back, but I always think why should they have the item AND their money back!!

Also - if someone is trying it on, they won't 'win'. Such things are VERY important to me.

Ask them to take a photo of the damage and to email the photo to you then decide what to do next. If it's damaged I'd ask them to send it back, refund and claim from RM.

Thank you very much! Hecate, I know what you mean, I dont particularly want it back, but it's the principle

Thanks again