Received broken item

Question

I ordered a four piece ceramic canister set; the smallest canister arrived shattered in the box , three other pieces arrived safely.

Seller is not responding in helpful manner.
1. Seller asked for pics, I sent them promptly.

2. Seller said "PO will want to see the outside of the box".... I sent her pics of a perfectly intact box.

3. Seller responded she was "out of the country at this time"..... I then text seller saying that I will reach out to EBay for assistance and guidance. No response from seller.

I don't know what to do next.
Please offer assistance

Thank you.

disneyshopper · Answer

Have you notified the seller? Go to your Purchase history, locate the order, and click CONTACT SELLER. Include photos of the damaged item, the shipping label, the outer box, the inner packaging, and then set that all aside in case the carrier wants to inspect it. Now go back to the Purchase history and click RETURN THIS ITEM because it is damaged. The seller needs to refund your full payment. Now the seller needs to file an insurance claim with the carrier, uploading the photos.