Ihave a problem with a customer wh bought 2 miniature wagons. One was damaged

[LucillesDollhouse]

I sold 2 wagons to a customer and one arrived damaged.  I told the customer to return the damaged ONE and I  would replace it with a new one.  

Instead of sending the ONLY damaged wagon she also sent the other wagon which was not damaged.  Now she wants a full refund.  Do I have to give her a full refund when only ONE of the wagons was damaged ?  She did not follow my instructions to send me ONLY the One wagon that was damaged so I cold replace it.  Thanks for your help.

[hopeandjoyhome · Accepted solution]

Give them a full refund and move on. If one hadn't got damaged probably none would have been returned.

[LucillesDollhouse · Accepted solution]

full refund given.

[TinLizziAntiques · Accepted solution]

You have the merchandise and the money. Refund your unhappy buyer for both wagons and hope she doesn't pursue a case with Etsy or leave a negative review.

[TheKiltedKnitter · Accepted solution]

Regardless of whether she followed your instructions or not, you now have both wagons back, so I don't think you have any justification for keeping the payment. It's a pretty clear sign she doesn't want either of them now. You can always resell the undamaged one. You won't be out of pocket.

[LucillesDollhouse · Accepted solution]

I will refund order.  Thanks for your help.

[CraftyCornishMaids · Accepted solution]

You should refund in full, and re-imburse them for return shipping,

The one that is fine, you can re-sell

[HazelsSewingSupplies · Accepted solution]

Probably the buyer wanted a pair and because of the damage didn't get it.