How to handle returns?

pudg3

Member
I had an email from one of my customer and he is requesting a return.
For the time being, i asked him to send me a picture of the missing arm of the action figure [ i sell action figures]2017-04-01_0638.png

Im not sure also if he really received the action figure as I only received the email from aliexpress that the action figure was just shipped yesterday. my customer is from the UK.
 
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