A customer in Europe just sent me a message saying her item arrived broken. I offered her a full-refund for the item and shipping but should I also compensate for the import tax she paid? She paid EUR25 for a $40 item... Anyone had similar experiences?
I think your offer of a full refund of the item price and shipping is fair. Sellers are not responsible for import taxes, duty fees, etc. Those are the customer's responsibility.
Hi Mari, is there any way you can remake the item and ship it to her at your own expense? I wouldn't want to be out of pocket for a broken item personally... and that option would definitely be more appealing.
Thank you everyone. I'm still waiting to hear from the customer, but like Wei and Bev said, I should probably send a replacement as well. Thanks for the advice!
