Without photo

1. Item is less than or equal to $30
Ask customer if it does affect main function or judge from customer's email > offer partial refund or full refund > do not send replacement

2. Item is greater than $30 but is less than $61
Ask customer if it does affect main function or judge from customer's email > offer compensation > if customer refused to take the offer > send back for refund - do not send replacement

3. Item is greater than $60 but not wood product
Ask customer if it does affect main function or judge from customer's email > offer partial refund > if customer refused to take the offer > send back for refund - do not send replacement

OR

Check if customer can get the item checked locally and get repair quotation - if the price is reasonable, shoulder repair cost.

NOTE:
Check customer's message and judge if the item is usable. If not, DO NOT OFFER PARTIAL REFUND.
Check if can replace parts.