Help Secondhand doll arrived damaged.

I'm really sorry that happened to you. before doing anything else, Take the best photos you can of everything, the damaged doll, the amount of packaging materials and everything to document if it was sent without sufficient protection.
I would personally try to fight to get some money back, but others may have more experience. Especially if there are cracks behind the faceplate... That's a bit of bad news for the face, even though you should be able to stabilize it with epoxy underneath to keep it from breaking I hope. That just, stinks.

 

If the seller is not willing to work with you, open a claim. You didn't get what you paid for. I think their internal packing is the issue unless you see massive damage to the box's exterior. The doll should have been packed so that nothing moves when you handle it.

 

As others have said, open a PayPal claim since the seller has basically brushed off the damage caused by their inadequate packing job. The doll's head should have been protected, especially since it had a faceup.

Definitely do as AlisonVonderland suggested and document everything. Get screenshots of the sale information as well, especially any pictures that show the condition of the doll. You'll need to prove to PayPal that the doll was advertised as in better condition than what you received.

Don't do anything to try and fix the doll yet, as you may be required to return it (such as for a full refund).
If you're only wanting a partial refund to cover the cost of repairs/faceup, then it would be useful to figure out how much that might cost you.

Best of luck, I hope everything works out!

 

That's so strange. Not "allowed"? Allowed by who? Postal people don't inspect the packages you bring in to ship to see if there's another box inside the box or something.

Doll company boxes like that are absolutely not good enough for shipping, seller is at fault for packaging it improperly and owes you a partial refund to cover cost of repair/new faceup. I don't think I have any advice to add beyond what people have already said, just had to express how weird this "allowed" part is.

 

I'm so sorry this happened! Where did you buy the doll from? If it was a second hand portal like eBay or Vinted you might also get help or a refund through them. Otherwise it's, yes, PayPal if the seller won't budge - I would still try to ask for a partial refund from the seller first, though, if you haven't yet.

 

Definitely be clear with the seller directly before opening a Paypal claim. You told the seller the doll was damaged, but you did not explicitly say what you wanted them to do about it. Even though most sellers would reply with potential solutions, it's good form to tell this person what you want before going over their head. If you want a partial refund to help pay for repairs, explain that and give a dollar amount. If they refuse or are unreasonable, then make the Paypal claim.

Paypal claims are a hassle and will not always turn out how you expect. So it's better to work with the seller directly first, because it's possible if you give that dollar amount, she'll just give it to you to avoid a headache.

 

As a person who recently had to call PayPal on the phone 5 times and anger three different people before I could get them to understand I had been given a false tracking number probably intentionally (I did eventually get my refund but it was a lot of work) -- you want to follow the order of operations as @overlordu mentions:
Tell your seller "this item arrived damaged and I need compensation to be satisfied with this transaction" I'd recommend a reimbursement for the value of an entirely new faceplate, realistically. Look and see if you can find a sales page for as close to the same item as possible (the faceplate for your doll type with Faceup) and screenshot that value.
If your seller will not provide reimbursement then go to the next up. If you bought on a platform that offers protection it's them next. And if they fail you completely it will be PayPal/ etc as a final pathway.
If you go all the way to the top first you don't have the opportunity to go back and try other methods.
If they sent it with insurance you might get coverage that way but I have heard it can be all or nothing, just surrendering the item to receive full reimbursement, and that may not be your preference.

I did want to encourage you that in most cases faceplate repair should be possible, but while the transaction is still in limbo no, do not alter the condition of the doll you have received.

 

Like you, my first step would be to tell the seller, which you did. Then I would ask for what I wanted, did you want a partial refund or a replacement of the part. If they won’t cover the cost, yes, I would file for a claim. I did once get the response of “must have been that d*mn post office” so had a doll with a broken shoulder. But also had one who paid me what the hands were worth so I could buy new hands. Then one said they look for their extra hands but didn’t hear back. I also think it’s in the way somebody approaches the problem but I hope you get something fixed soon.