Facebook buyer wants refund

miadalton

I previously sold some items through a Facebook group!

The lady received the items and one of the items was some craft foil, and the box had opened during transit. This has the gone onto another item which can be cleaned. The other items that were in the parcel are still usable! It’s just the foil which now will not be usable. 

She has asked for a full refund! However o don’t think that is appropriate? I’m willing to refund for the foil as this is the only thing that cannot be used?

what should I do?

TripleH

You can ask her to return all the items if she wants a full refund.

I think your offer is appropriate if it is that the other items are usable for what they were designed for.

comeandgo

She did not order a dirty item she has to clean prior to use.  I think she deserves a full refund.

janefitzjane

I think it's reasonable to offer a refund for the foil only, or a refund for everything if she returns everything. But, if she wants to keep the items, then she can't expect the money back for them.

NBLondon

miadalton said:

and the box had opened during transit. 

Get your buyer to take photos and use these to claim against the courier?

lammy82

Tell her to post the other items back to you and you will clean them and send them back to her.
I bet she won't bother.

GadgetGuru

Have her return all the items and issue the refund.
If she wants to keep the items then your offer to refund just the faulty/damaged parts is more then acceptable.

custardy

NBLondon said:

miadalton said:

and the box had opened during transit. 

Get your buyer to take photos and use these to claim against the courier?

a box inside the package that opens in transit wont be covered by a claim