I make and sell face masks, buyer messaged me three weeks after sale to say

I make and sell face masks, buyer messaged me three weeks after sale to say that one side of the mask was missing the Velcro.  Should I have him return it to me so I can check it and fix it, or should I just bite the bullet and send another mask instead?

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Wow those masks are awsome, wish I was a (geriatric) biker lol.

 

Definitely ask for a photo first.

 

Looking at your prices that include postage I would not have thought paying for return postage would have been worth it, could you resell the repaired item for more than the cost of the postage and the time for making the repair, relisting etc? If the cost of making the mask and posting is less than your profit margin then you could send a replacement but I would only do that if it was what the buyer wanted. Your final option is just to refund and tell them to keep it, sometimes that is the most economic way to go plus  buyer will very possibly buy from you again, I have had that happen a few times.

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