Discovering a scratch on your brand-new toy crane machine can be frustrating. First, don't panic. The initial step is to thoroughly document the damage. Take clear, well-lit photographs and a short video from different angles, showing the scratch and the original packaging. This visual evidence is crucial for your claim. Next, locate your order confirmation email and the receipt that came with the shipment. You will need the order number and purchase details.

Now, contact the seller or the retailer from whom you purchased the machine. Check their website for a "Contact Us" or "Support" section. Explain the situation calmly and provide the evidence you collected. Most reputable companies have a return or replacement policy for damaged goods. Be prepared to state your desired outcome—whether you prefer a replacement unit, a partial refund to compensate for the damage, or a full return.

If the retailer is unresponsive, your next point of contact should be the manufacturer. They often have their own customer service and warranty departments that can assist you. Remember to be polite but persistent throughout the process. Keep a record of all your communications, including the dates, names of representatives you spoke with, and a summary of the conversation. This ensures you have a clear timeline if the issue escalates. By following these steps, you can effectively resolve the problem and hopefully get a perfect, scratch-free toy crane machine to enjoy.