Not sure if there's a previous discussion addressing this issue. I was notified by eBay that the buyer opened a case "item not as described" as the LEGO he received has tear on top. The item was shipped brand new, sealed, undamaged and I even emailed the buyer pictures of his package showing the set undamaged (the top view and the sealed package)

The buyer is asking for a replacement. What should I do? Your advice is much appreciated.

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Not sure if there's a previous discussion addressing this issue. I was notified by eBay that the buyer opened a case "item not as described" as the LEGO he received has tear on top. The item was shipped brand new, sealed, undamaged and I even emailed the buyer pictures of his package showing the set undamaged (the top view and the sealed package)

The buyer is asking for a replacement. What should I do? Your advice is much appreciated.

Sent from my iPhone using Brickpicker

Is the box torn at top I guess? I'd have him send it back then. Not sure how your returns are set-up, but mine are that buyer pays return cost. See what he says. 

I first ask for a picture of the damaged item. Upon receiving the picture, I offer a partial refund. If that is rejected then I ask that the buyer to return the item and i typically offer to pay the return shipping. If the partial refund is accepted, i then file a claim with the shipper for the amount of the partial refund + return shipping (hence the photo which is needed for a claim).

Thank you both for your inputs! It sucks to have to deal with damaged item.

 

 

I first ask for a picture of the damaged item. Upon receiving the picture, I offer a partial refund. If that is rejected then I ask that the buyer to return the item and i typically offer to pay the return shipping. If the partial refund is accepted, i then file a claim with the shipper for the amount of the partial refund + return shipping (hence the photo which is needed for a claim).

 

@adewar, how do you pay for the return shipping on the buyer's behalf? 

Thank you both for your inputs! It sucks to have to deal with damaged item.

 

 

 

@adewar, how do you pay for the return shipping on the buyer's behalf? 

 

Either use eBay's automated returns - and tell them to use it. 

 

Or have them send you a copy of the shipping receipt and increase the refund by that amount.