Damaged item help

[ShopHomeDecoration]

I sold a vase to someone, and she stated that it arrived broken. I'm honestly confused if it actually arrived broken because her wording makes it sound like a previous vase she bought from elsewhere was broken: "I REALLY need the vase to complete a set for my mantle. I bought mine for $53, about 2 weeks ago. So, it arrived broken." She also stated in her message "I can ask for a refund but would you allow me to try to glue it? I’ll try first, just placing the pieces to see if it is possible. I had to check one of the categories but I really don’t want to return it yet." 

I offered her to escalate the case to Etsy in 48 hours since they can fully refund it thanks to their protection coverage, and this would be the only damaged item that I've had all year that would fall under their full refund coverage.

Well, she replies with "I don’t want to escalate anything and I won’t! I really want to keep it and try to repair it. Thank you for your help"

Should I just refund her the money and open a claim with the shipping provider? I said she could keep the vase if she escalates with Etsy. I'm baffled by the situation and don't understand why she's so against escalating the case. It almost feels like she's scamming me or has opened a lot of cases with Etsy. I'd like to hear thoughts/opinions. Thank you.

Edit: I accidentally posted in the wrong category, so I'll try to delete this post here.

[ArtDollsbyJD · Accepted solution]

Do not allow her to glue it.  If she does and it does not work she can't have a claim filed for something she tried to fix.

Get photos.  That's the first thing.  Have her keep the box.

You can file the claim for the item.  USPS may agree to it or they may ask that the buyer bring the item into their PO.  That's is USPS perogative.

Damaged items only get one Etsy protected refund once a year.  You are supposed to use the claim form first.  Not direct the buyer to use Etsy's.

[HouseofWhisperingFir]

Has she asked you for a refund?

From your post, it sounds like she wants to try to repair it.  Why not let her?  Has she sent photos? 

It sounds like you are the one making it more of a problem than it needs to be.  If she can repair it to her satisfaction, she may ask for a partial refund or just let it go.....  Never ask a buyer to open a case.  Even though it might not be your fault it still goes against your record.  Always try to work out a solution with the buyer without involving Etsy.

[CuriousityShop]

Do NOT refund her now. You either need pictures to file a claim with USPS, or a return. This sounds like a scam to me.

[ShopHomeDecoration]

She sent me a photo of the broken vase, but should I go ahead and ask her for photos of the box? She wants a refund and to keep the item, but I'm wondering if I should submit that claim to USPS and refund her now. It's a new situation for me, so excuse me for the questions.

[HazelsSewingSupplies]

NEVER suggest that someone return a "broken" item.  It negates the insurance on the item.

[NanaLetha]

@ShopHomeDecoration  she needs to send you photos of the packaging also. Don't refund now. Submit a claim to USPS. They may require the buyer to take the item and the packaging to their post office.

[YourVintageHotspot]

I don't understand why she didn't send a photo when she contacted you.  Make sure you see the broken vase before you do anything.

[RETRORAGEJEWELRY]

I would definitely contact Etsy in regards to this. I always make sure to file claims through Etsy.

[TBQSC]

@ShopHomeDecoration --

Once she glues it together, it becomes unreturnable as it is no longer in original condition.  Of course a broken item is no longer in original condition either, but you get my point ... any alterations she does, the item is no longer considered "original".  I would request MANY more photos of the vase & box including close ups of the damaged areas.  Submit claim to USPS and go from there.  No refund (partial or otherwise) until you get proof of things to validate her requests.  Yes it is broken, so yes a refund is necessary, but not until you have a clear understanding to what she is actually requesting, which seems rather odd.  Since she said she "wants to keep it and repair it", it rather sounds like she is ok with it being broken ... and if so, then why would she alert you and ask if it was OK that she did so?  That seems like a very strange request.  Keep us updated!

[Adorabilities]

It sounds like she thinks Etsy will require her to return the item if she gets a refund. Ha!

[BeaconwoodDettman]

I think you're right - if the claim is filed, and it's approved, she can get her money back AND glue away all weekend. But it should be in that order - claim first, glue second. 

[hopeandjoystudios]

There is almost zero way the USPS will cover a damaged item if the box wasn't destroyed. You may as well refund and move on since you have proof it was broken. If you involve Etsy (if you can get her to) they may refund but it goes "on your record".