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I sold a mug to a customer who responded to me saying it arrived broken. What is my next step

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Just started selling on Amazon. I sold a mug to a customer who responded to me saying it arrived broken. What is my next step? Do they return it or I simply refund? I’ve read Amazon policies, searches this forum, and also contacted customer service but it is not clear to me what I should do. Help would be greatly appreciated!

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Ultimately customer will get a refund
– ask the customer to place a return request.
– authorize the request
– it is a broken Unit so it is better to create a Return shipping label and email it to the customer.
– ask your customer to take couple of pictures (before sending it back) so you can open a case at the shipping company.
– once you receive the return package check the product and issue a refund (partial:full)
-depending on the initial service you have purchased from the shipping company you can ask for damages.

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this is the best time to ask your customer for a feedback once they get their refund. Simply tell them that you know the product was not in a good condition , but ask them to leave you a feedback for the services that you have provided .

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See if you are insured, deal with that to get refunded. Do you want the broken item back? If not refund the customer, it is the best form of customer service anyhow.

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Well, if I was a buyer and trying to scam somebody, I already wouldn’t have anything to lose. I know how to MAKE a cup broken if it isn’t already, especially if it will get me money. And that is just what I’d do if I felt like the seller was questioning me in any way. (If I were trying to scam someone)

I would just refund the money and move forward because this is money that has already floated away. You aren’t going to get it back, so don’t make the customer mad (bad feedback) and concentrate on selling more stuff.

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