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Do I have to refund or replace on Etsy if buyer claims shipping damage without packaging photos?
AAnonymous
• • No answers yet I sell higher-priced physical items on Etsy, and a recent order arrived damaged according to the buyer. I packaged it with bubble wrap before shipping, but the photos they sent only show the damaged product and don’t include the box or any packing materials.
If a buyer reports shipping damage but doesn’t provide photos of the packaging, am I expected to offer a replacement or refund right away? If they open a case, would Etsy Purchase Protection typically cover shipping damage in a situation like this, and what’s the best way to handle it fairly as the seller?
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