Who is responsible for a breakage?

The normal process would be to ask for photos of packaging and damage. If the packaging is severely damaged eg a crushed box with tyre marks on it as though it has been run over.

Once you have seen what could have caused the damage and it's likely to be damage in transit, then contact the delivery company you contracted for delivery and lodge a claim for damaged goods as long as it's something that is not on their prohibited items list.

Once you have determined it's damage in transit or not sufficient packaging and not buyer damage, refund the buyer.

In time, the courier will get back to you with the claim progress.

It's annoying when this happens, but the best thing to do in these circumstances is to put yourself in the buyer's position and ask yourself, what would you want to happen.

Kia Ora Jules,

Sorry to hear this happened.

It is the Seller's responsibility to ensure the item is packaged appropriately to survive through transit to the Buyer. - The Seller can claim for damages from the carrying company where the goods have been appropriately packaged. This is for the Seller to provide the goods as per the description in listing - Cheers.

Essentially the buyer has not got what they purchased (ie an item in the condition it was purchased in) so they should rightfully have a full refund. While it was broken in transit, it may or may not be the couriers fault. It maybe that the type of goods sent are in the couriers banned items list for shipping ( therefore no basis for claim from courier). It also maybe that the courier may deem goods insufficiently packed ( so no basis for claim on courier). But maybe just poor handling by courier which they may pay out on. Either way, you need to claim with courier and tell buyer to keep broken item and packaging as courier may need that as part of claim.  Also ask buyer to send you pictures of the damage

Thanks very much. Should the postage also be refunded?

Yes, I belive it is your responsibility to refund shipping. The premis is that the buyer should not be out of pocket if they dont receive what they ordered (ie unbroken goods), they would be out of pocket if they did not get shipping refunded. As a seller, if your claim is successful with courier, you will be refunded goods and postage they charged you

I have sent Royal Albert dishes to a lady. Only one has received a hairline crack in it during transit. The item is not broken and us saleable. It is a rare item as well. The customer wants a refund for the item, as well as keep the item which she can onsell. I sold them for $5.00 less on Offer, than the buy now price, so she has saved $20.00 anyway. Can I ask for the item to be returned to me and refund her the money, or does she keep both the item and the money? There was also a small chip which I didn't notice, but it is clear in the photo. The customer didn't notice it in the photo either. Could you please give me some advice. Many thanks.

The usual way things happen Margaret if you are agreeing to a refund is for the customer to return the item and in this case you would need to pay the return delivery cost as it was not received as described or broken. Sometimes a partial refund (discount) can be negotiated rather than return. You could also negotiate to refund minus anything she may get when onselling, but for the buyer to want a refund plus say they are going to onsell and keep the sale, that's a bit rude. As the item was not as described/broken, the buyer should not be out of pocket at all, but neither should they profit. Any loss is yours and up to you to negotiate to mitigate the loss.