Customer damaged the item after delivery: reply with evidence, not anger

You may be right, but still need a clean record

When a buyer appears to have worn, bent, washed, installed, or handled an item roughly, it is tempting to write a blunt reply. That can make the seller feel better for five minutes and make the case file worse for a week.

The safer reply asks for photos, return, and inspection. It avoids debating intent until the evidence is in front of you.

What to document

• Original listing use instructions.
• Care instructions included with the order.
• Pre-shipping condition photos.
• Buyer photos showing the current condition.
• Whether the buyer still has the item.
• Return or inspection path offered.

A better first line

Try: “I am sorry there is an issue. I need to inspect the item or review clearer photos before I can decide on a replacement or refund.” That line does not concede fault. It also does not accuse the buyer before you have a reviewable record.