Assistance with Refund – missing accessories
Customer purchased an expensive collectible video game sealed and new from us. Customer kept the game for a couple weeks to determine they no longer wanted it due to lack of online support. We authorized the customer to ship back to us however while all the accessories are in the box, the game disc itself is missing. We deducted a 10% restocking fee to cover the cost of the game. The customer is claiming the game was in the box and must’ve been opened and tampered with them removed in the shipment process. We do not want to issue the full refund as we have already taken a loss on the sale due to outbound shipment and a now open collectible. Any advice? How can the customer get what they feel is owed to them somehow when we do not have the full amount of items in the return we receive? The customer continues to write us insisting they want all their money back.