Buyer saying tube empty.

fuzzgun19

I could do with a bit of advice please. I sold a cosmetic set (face cream etc) they were small sizes like trial or travel size. It was buy it now.
They were from Boots online and had not been used at all, but had no 'plastic seals'.

Sent it off and I've received an email from the buyer saying one of the 5mltubes is empty and can I send another one.
I'm not a business and don't have another set.

Can anyone advise what to do or say to them please?

rach_k

I would apologise for their disappointment and explain that you don't have a replacement so would like to offer a partial refund (a fair amount for the missing product, perhaps rounded up to a nice sounding amount e.g. if you sold 10 x tubes for £8, it would be 80p/tube but I'd offer £1 to keep them on-side).

You could also offer a full refund if they return the whole lot, but the return postage would be at your expense and if they've already used some of the products that complicates things, so I'd only offer that if they're not happy with a partial refund, which is another reason I'd round up the amount I offered so they're more likely to accept it.

fuzzgun19

Thank you, I just worked out each piece is £2.50 this is not including p&p, so maybe offer £3 partial.. It's the smallest tube in the set that's the problem.

It did cross my mind they may be pulling a fast one, as I find it hard to believe Boots would send an empty tube.

Anyway, I will try offering the partial, and see what happens.

SpammyTheSpammer

If they were really trying it on, surely all tubes would be "empty" ?
And is not unusual to get an empty container. Remember the "shock" of an empty can of Stella lager from a couple of years back?

fuzzgun19

This has been resolved, as the seller acepted the partial refund.
Thanks for the advice.

SpammyTheSpammer

fuzzgun19 wrote: »

This has been resolved, as the seller acepted the partial refund.
Thanks for the advice.

do you mean ' the BUYER acepted the partial refund'
?