If the buyer reports an issue the best way to solve it is to be friendly and amicable and to try to solve the issue without Jack support needing to get involved. If the buyer is unhappy with the item but it is what they purchased it is up to the seller whether they want to allow a return or not. However is the item is lost in shipment or damaged in shipment it is up to the seller to refund the buyer either fully or partial with or without return of the item and for the seller to seek compensation from the shipping insurance for damage of the item.