My item arrived damaged to the buyer.

Our piece of advice on how to handle the situation when the buyer reports a damaged item.

Updated over a week ago

Hey there, seller! We know that receiving a message from a buyer about a damaged item can be disappointing. But fear not! We’re here to guide you through some actionable steps to turn that frown upside down and make things right for your buyer. Buckle up!

1. Show Empathy

When a buyer contacts you about a damaged item, it's essential to start the conversation with empathy and understanding. Let them know you genuinely care about their experience and assure them that you're here to make things right. Empathy goes a long way in building trust and fostering a positive resolution.

2. Request Evidence

To assess the situation accurately, ask the buyer to provide clear photos or documentation of the damage. Seeing visual evidence will help you understand the extent of the issue and take appropriate action. Encourage them to capture multiple angles and close-ups to get a comprehensive view of the damage.

3. Offer Solutions

Now, it's time to work your magic! Provide the buyer with a range of options based on the extent of the damage. For minor issues, you can offer partial refunds or discounts to compensate for the inconvenience. In cases where a replacement is possible, discuss the process and ensure the buyer's satisfaction. If the buyer requests a return, guide them through the steps and make it as seamless as possible. They can easily request the return directly in their purchase overview under something’s wrong > initiate return. In this case, they will get refunded the item price, while shipping costs will remain at their charge, since those are external to marko.

4. Speedy Resolutions

Time is of the essence when it comes to addressing a damaged item. Act swiftly and provide clear instructions on what the buyer should do next. Whether it's initiating a return, filing a report or providing additional information, make sure they feel supported and informed throughout the process.

Remember, handling damaged items with care and attentiveness is an opportunity to showcase your commitment to your buyers.

Is there anything else I should know?

But wait there’s more! Here are some additional tips to elevate your handling of damaged items:

  • File a report. Encourage the buyer to file a damage report with the shipping carrier directly. Provide them with the necessary information and guide them on how to proceed. They can do a report directly with the Swiss Post here, and file for a shipping cost refund. Remind them to keep all relevant documentation and communication for the claim.

  • Double-check with the buyer. Before taking any action, it’s crucial to align with the buyer. Coordinate and ensure that you both agree on who will report the damage to the shipping carrier. This prevents confusion and shows your dedication to their satisfaction and builds trust.

  • Learn from the experience. Treat every damaged item situation as an opportunity to learn and improve. Evaluate your packaging methods and consider if any adjustments can be made to prevent future damage.

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