Item damaged in transit

[F123g]

My buyer claims that the outside packaging of the gift set is damaged, however the products inside are fine. The packaging was fine when I sent it so it must have been damaged in transit. Where do I stand re refund- is she entitled to a full refund? Does she pay for the item to be sent back to me or do I? Do I need to refund her before making a claim to royal mail or do I get her to claim through royal mail? Thanks

[PayPal_RebeccaN]

Hey @F123g, 

Welcome to the Community Forum! 

If your buyer has opened up a case, we will reach out to you with the next steps. It is hard to say what exactly would happen. If the actual item is not damaged, this claim may not be accepted. 

However, if a case is opened, I would recommend reaching out to the shipping company regarding this as you may be able to claim from them for the damage caused.

If a case is opened, this will be reflected on your PayPal Resolution Center, you will also receive an automatic email. 

Also, if you would like to review our Seller Protection Policy, see: PayPal Seller Protection 

Rebecca 

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