Item not as described - opinions sought.

porto_bello

I recently sold one of those promo CDs that comes with a newspaper, as this particular one seems to be quite collectable. It was new, unused and sold for around £6 (which appears to be a little above the average selling price) and I despatched it in a protective envelope, to the winning bidder in Canada.

I've just received the below message from the buyer.

"Thanks for sending the item. I received it today. Unfortunately there is a huge crease (almost a fold) in the cardboard sleeve, together with a couple of smaller ones. I presume this happened during shipment. Is there a returns process or can you please offer some sort of compensation (assuming the CD is OK; I'll test it but think it is). Regards,"

Since the CD is ok and was despatched within the sleeve, I presume any damage/crease to the sleeve can only be to a corner area. I imagine Royal Mail would not pay compensation for a damaged corner to a cardboard sleeve on a promo CD? [Unless anyone knows otherwise].

Before I actually respond, I wondered how others would handle this one? What would your own impressions, conclusion and response be?

[Perhaps I'm looking a little too deeply, but the immediate reference to 'compensation' due an alleged creased sleeve set me thinking along certain lines].

I'd be grateful for your thoughts on how to approach this issue.

Oliver14

Offer them a refund on return. That's what Paypal will decide if they open a dispute so it doesn't really matter what you think. IMO though the email sounds perfectly reasonable someone just asking how you will rectify damaged goods. You could if your that way inclined offer them a partial.