Plan of Action - Used Condition

We’ve had a customer complain about an item as being used instead of brand new. It’s not possible as the item is customised. From separate messages from the buyer, the packaging arrived damaged, resealed and wet. The packaging was an evelope and they said it arrived resealed with sellotape and the item inside (a coaster) was moisture laden.

My first appeal was rejected as didn’t provide enough detail. I understand that despite the fact it’s impossible for it to be used I have to jump through the necessary hoops to appeal this. Anyone successfully done this in this type of situation?

The email includes the following;

Here are a few things to consider as you create your plan:
– Sourcing: Are you sourcing the product from a trusted supplier that sells items in new condition?
– Listing: Is the product accurately described on Amazon? Have you ensured that there is no ambiguity and the customer is well informed?
– Packaging: Is the product in its original packaging as listed on Amazon?
– Shipping: Have you taken all appropriate steps and quality checks to ensure that the product is stored, packed, and shipped appropriately, and will not be damaged when shipped?
– Review your communications, reviews, and feedback from buyers to better understand the issues.
– Be as specific as possible in your plan.
– Do not limit your plan to issues with specific orders.