Was the figure New In Box?
If so did the buyer unbox it (reducing the value to some collectors)?
Did you photograph the figure showing the "missing" part?
Is it possible the part came loose and is in the packing material?
However.
What does the buyer want you to do?
Supply the part which you don't have?
- Tell him to return the entire figure, in the original packaging, for a full refund.
Give him a partial refund for the "partial" figure?
- Tell him to return the entire figure, in the original packaging, for a full refund.
Give him a full refund?
- Tell him to return the entire figure, in the original packaging, for a full refund.
The only answer is to give him a full refund when he returns the figure. The only question is who pays for the return (tracked!) shipping.
If he opens a Not As Described dispute, you will be required to pay shipping. It's business, not personal.
If he has opened a New In Box item, you may be able to win the Dispute on appeal, since items must be returned in the same condition it was sent.
Keep in mind that he may be right and you may be wrong.
It can happen.
Tell him to return the entire figure, in the original packaging, for a full refund.
I notice your current listings use stock pictures. While this is an acceptable practice, it is better to show the actual item you have in your hands exactly as it really is, even if it means you are using a mixture of excellent stock pictures and your own mediocre ones snapped on the dining room table.
If you are dropshipping, and never see what is being sent out, all the more reason to accept these returns promptly and graciously.
The buyer in such transactions, usually is right.
