Case #case-4
Customer
KERI VerifiedReceived laptop with cracked screen and damaged packaging. Clearly damaged during shipping. Deserve full refund plus return shipping costs.
Virtue metrics reward good faith behavior over adversarial tactics
Initial Position Statement
statementI ordered a $1,200 laptop from GlobalTech Store and it arrived with a cracked screen. The outer packaging showed clear signs of impact damage. This is not my fault and I expect a full refund including the $45 return shipping cost.
Unboxing Video
evidenceVideo recorded on June 8, 2024, showing me opening the package. Visible damage to outer shipping box (dented corner, torn edges). Upon opening, inner laptop box also showed crushing damage. Screen clearly cracked when first revealed.
Photos of Damage
evidenceMultiple photos showing: (1) Damaged shipping box exterior, (2) Crushed laptop box interior, (3) Cracked laptop screen (diagonal crack across display), (4) All original packaging materials intact, laptop unused.
Response to Handling Claims
statementThe seller claims I damaged it during handling, but my unboxing video clearly shows the damage was pre-existing. I never even powered on the laptop. The packaging damage proves this occurred during transit.
Organizing information, not imposing decisions
Can you provide the FedEx tracking details and any damage reports filed with the shipping carrier?
AI Output Verification
All statements, evidence, and compromise proposals
Final Offer
newAfter review, we'll offer 70% refund ($840) to resolve this matter. Customer keeps the damaged laptop and can sell for parts or repair. This acknowledges the damage while recognizing uncertainty about when it occurred. No return shipping needed.
Response to Handling Claims
reviewedThe seller claims I damaged it during handling, but my unboxing video clearly shows the damage was pre-existing. I never even powered on the laptop. The packaging damage proves this occurred during transit.
Shipping Insurance Claim
newWe shipped via FedEx with insurance. However, the customer's video shows aggressive box opening - tearing and pulling rapidly. The damage could have occurred during this process. Our return policy requires customer to pay return shipping unless we're clearly at fault.
Pre-Shipment Quality Check
newPhotos taken in our warehouse on June 5, 2024, showing laptop powered on, screen perfect, full quality test passed. Packaging photos show laptop in bubble wrap, foam corners, double-boxed with 'Fragile' labels.
Initial Position Statement
newWe professionally packaged this laptop with double-boxing and bubble wrap. The laptop was tested and working perfectly before shipment. The customer's video shows rough handling during unboxing. We offer 50% refund ($600) as goodwill, but won't cover return shipping.
Photos of Damage
reviewedMultiple photos showing: (1) Damaged shipping box exterior, (2) Crushed laptop box interior, (3) Cracked laptop screen (diagonal crack across display), (4) All original packaging materials intact, laptop unused.
Unboxing Video
reviewedVideo recorded on June 8, 2024, showing me opening the package. Visible damage to outer shipping box (dented corner, torn edges). Upon opening, inner laptop box also showed crushing damage. Screen clearly cracked when first revealed.
Initial Position Statement
reviewedI ordered a $1,200 laptop from GlobalTech Store and it arrived with a cracked screen. The outer packaging showed clear signs of impact damage. This is not my fault and I expect a full refund including the $45 return shipping cost.
Seller
KERI VerifiedLaptop was carefully packaged and tested before shipping. Customer's video shows mishandling. Offering 50% refund as goodwill gesture, not responsible for return shipping.
Virtue metrics reward good faith behavior over adversarial tactics
Initial Position Statement
statementWe professionally packaged this laptop with double-boxing and bubble wrap. The laptop was tested and working perfectly before shipment. The customer's video shows rough handling during unboxing. We offer 50% refund ($600) as goodwill, but won't cover return shipping.
Pre-Shipment Quality Check
evidencePhotos taken in our warehouse on June 5, 2024, showing laptop powered on, screen perfect, full quality test passed. Packaging photos show laptop in bubble wrap, foam corners, double-boxed with 'Fragile' labels.
Shipping Insurance Claim
statementWe shipped via FedEx with insurance. However, the customer's video shows aggressive box opening - tearing and pulling rapidly. The damage could have occurred during this process. Our return policy requires customer to pay return shipping unless we're clearly at fault.
Final Offer
compromiseAfter review, we'll offer 70% refund ($840) to resolve this matter. Customer keeps the damaged laptop and can sell for parts or repair. This acknowledges the damage while recognizing uncertainty about when it occurred. No return shipping needed.