I'd say if he decides that he wants to sell it, then he has accepted ownership of it.

Tell this dumbass that if he feels that it's worth half the original price then he can send it back and you can reimburse him for what he thinks it's worth since he feels the current value of the grill is of importance in this situation.

Tell him you can't do anything until you get the damaged one back. Once you do, you will ship him a new one with a return of his shipping costs. That way he has to do something (as he should) to help resolve this. If he refuses then you're done.

I think you should send ME a new grill, along with a check for half the cost of what you normally sell them for. Upon receipt, I will reimburse you for 1/3 of the shipping cost.

I'd get the grill back and refund his money. He doesn't deserve any further efforts from you.

@Millerad1651 what ever happened?!

I'm making a second one after I gave him the two choices. I'm still waiting to get the first one back. If I don't after another week or so, the second one is going up for sale and he keeps the first one.

Sounds shady. Here's what I think. I think he was planning on "damaging" the grille from the start. He gets the grille, puts a little scratch in it and then makes a claim to you. You make a claim with the shipping and then he was planning on keeping the old grille, getting a new one from you and then selling the damaged one to make up for the cost of the new one. When you made it clear that you are only sending a new one if you get the old one back, you then get the response about how he is trying to assess the value of the damaged grille and suggests half. That's his backup plan. Hoping you then tell him that you will let him keep the damaged grille at half price. Not as good as getting pretty much a free grille, but a close 2nd. I bet this isn't the first time he's done something with a claim on a shipping carrier. This way, you're the one making the claim.

But, maybe I'm just old and cynical.

You say cynical I just say more realistic in todays shady ass world as I thought the same as well.

I have no skin in this game, but found this topic an interesting read. I will throw out another option to consider offering this customer:

If he/she is willing to keep the damaged grill (and you don't have to replace with a new one), then offer a discount that is equal to the cost of the return shipping you would be paying if he shipped the damaged one back to you and whatever cost you would have in creating the replacement and getting it to him.

This would provide an option for the customer and I don't believe would leave you in any worse position than if he did take you up on your offer to pay the return shipping and you then replace the grill.

From a financial perspective, your first offer or this second alternative "discount" offer would leave you in the same position and might just satisfy your customer.

His original proposal is unworkable and he would be benefitting by reselling a damaged grill (perhaps impacting your reputation) AND getting an undamaged grill all for his original purchase price of only one grill.

This option relies on a couple key assumptions:
Customer has already paid you for the first purchase.
USPS has paid you for the damaged grill
Grill he received is functional but merely has cosmetic damage and is usable.

OP, I honestly give you so much credit for dealing with this guy the way you are. I would have went off on him and explained why he is an idiot.

Don't get me wrong, I've been beyond frustrated a few times. But that's not going to get me anywhere, and would probably end up causing me more trouble. The way Paypal sides with buyers, I'd probably end up screwed if he filed some kind of complaint.

I've done 20+ of these grilles over the past few years...this is actually the first time I've had a difficult situation.

That's definitely not getting me anywhere! Some people just want to watch the world burn!

@Millerad1651 Any updates?

He is sending me back the damaged one. I am almost done with a new one for him, which I'll just transfer the mesh/emblem over to.

I'm either going to install the damaged one on my truck or add some mesh and sell it as is at a discount. The scrath really isn't big and/or that noticeable.

Thanks for all the input fellas...expect for the house burning suggestions.