Help! How to deal with complaint re: damaged item.

Hermia

Hello. I got an email from an Amazon marketplace buyer this morning saying "Despite what I would consider to be sufficient packaging the CD case is
badly broken and the cover torn.Can I have a replacement please."

The CD was packed in one jiffy bag which was put inside another jiffy bag so I don't know how the PO managed to break it... Anyway, what should I do? Obviously I don't have a replacement. How do you guys usually handle this?If I ask the buyer to return it I'll have to pay the postage and will end up out of pocket. I have my proof of posting receipt, but will the PO accept my word that the item arrived damaged? And is it okay to make the buyer wait for the PO refund? Help!

Hermia

P.S. I did used to refund the buyer and then claim the money back, but only when the buyer had brilliant feddback and this one has none. Also the PO are a bit more suspicious nowadays and are more likely to contact the buyer and make them sign a form confirming what happened. I just feel that some buyers may not bother if they have already received a refund.

blue_haddock

Not 100% sure how amazon market place works but can you not give them a partial refund - surely as long as the CD plays fine a discount should be sufficient?

Hintza

Who leaves buyers feedback on Amazon? Unless your giving them a neg.

Get the item back first and then decide what you are going to do.