Hi everyone I'm sorry that this post will be so run of the mill but I am not sure of what to do next.

I received an email today regarding a trio that I sent saying that it is damaged.  The purchaser is understandably disappointed as the cup has broken.  They suggested that I may have needed more bubble wrap as transit can be bumpy.  They have not as yet left any fb and have not mentioned any refund, only their disappointment.  This is the second parcel sent to Vic in the last 2 weeks that has had damage occur - I might say here that these are the only two items that I have had fb re damage.  The first buyer stated when I emailed her that she had been receiving quite a few damaged items and perhaps her local PO was a bit rough.  Because they said that I said I was sorry and if she ever found anything of mine she wanted to bid on and buy I would offer her 15% discount on the postage.  She was happy with that.

Now back to the trio - what do I do?  I feel that I did wrap the cup enough.  I put newspaper in the cup, bubblewrapped it then wrapped it in newspaper then into a box then 4-5 sheets of newspaper around that.  Because most trio's weigh almost 500g I put them in a 3kg pre paid satchel so there is always heaps of leeway with packaging.  I feel bad for the buyer and certainly don't want to risk getting a neg fb.

Can someone please tell me if I should contact the buyer and offer refund?  Should I send them a satchel so they can post it back to me?  Is their any way to get AP compensation and who does that?

Thank you for any help you can give me.  (Insert smiley face here!)