asking for photo of damaged item/s

[mitty_2010]

Hello , everyone , just wanted to know if any sellers have been told off for asking for photoes of a damaged item/s before refunding , I have done this recently , and the customer said I am disrespectful and how dare I question their  integrity , what is the best possible way to handle these situations , it was a small item yes, around $10.00 plus "free post" and they actually said as its cheap I shouldnt really ask any questions , my margins are small and its a small business so not a small amount of money to me in these tough times , most customers send me photoes without even me asking , so if you have to ask , what /how is the best way to do it ? Thanks in advance

[*crikey*mate*]

If they don't want to supply photos, explain that you will be happy to refund after return of the item.

Then inspect it, determine if their claim is legit/

if they go through paypal they have to pay return post and prove tracking etc

please don't refund without proof, it teaches buyers bad habits.

[digital*ghost]

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@mitty_2010 wrote:

 so if you have to ask , what /how is the best way to do it ? Thanks in advance

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The following is a sample excerpt from the kind of message I send (you are free to pinch, adjust and/or edit to suit 😄 - you can also include alternatives, such as what you can do if they're not able to supply photos, and/or instructions for doing so if they're unsure of the process etc, and of course I include all the other courtesies like thanking them for contacting me, and any apologies where appropriate).

In order for me to be able to determine the most appropriate resolution to offer, it would be greatly appreciated if you could forward some images showing the damage as clearly as possible, as well as images of the packaging if that was also damaged on arrival. 

This will also help me detect any flaws in the design, materials or overall quality of the product, as well as my packaging methods, so that I may be able to avoid such issues from reoccurring. 

Thank you very much in advance for your assistance in resolving this matter as quickly as possible.

[mitty_2010]

Thank you pefect , will copy and paste this message now , and now its there if other sellers need to know too

[mitty_2010]

thank you