International Shipping damaged item - file a Claim?

Question

I shipped an item to an international buyer. The item arrived broken although the box was not damaged.

My understanding is that ebay provides $100 protection plan for their international shipping. I chatted with ebay who told me to make a claim via USPS. I know this is not correct! They then told me to have the buyer make a claim (essentially ask for a refund because the item arrived damaged.). Is this the correct course of action? It seems the shipping company man-handled the box. How do I assure my buyer gets a full refund (as they likely paid more than I see for international shipping). And is there any way the international shipping "claim" will not cause ebay to take back my payout? Do I need to file my own claim? Ebay help was not very helpful.

comics-scifi-collectibles · Answer

@brenda1966 Did you ship using the eBay international shipping program? If so then EBAY refunds the buyer. You are only responsible for the item arriving safely at the US forwarding center.

Has the buyer filed an arrived damaged case yet? They need to do that, then eBay refunds them if you shipped using the eBay international Shipping Program. I see that you are set up to use it on your listings.

If you shipped directly to the buyer yourself then you need to ask the buyer for pictures of the item, the packing material and the box. Then you file the case yourself with the postal carrier.