Bad review over item broken in shipping

[josp-5104]

I got a return request because the bowl on a Kitchenaid coffee grinder arrived cracked. I was a litttle surprised because it’s very thick glass and it was wrapped in bubble wrap. I responded immediately. I told the buyer that I’m happy to take it back and I asked the buyer to send photos of the packaging, per eBay’s suggestion, so that I can file a claim. They have yet to respond but already gave me a negative feedback. How would you handle this situation? I have not accepted the return yet. 

[disneyshopper]

I would post a reply to that feedback that a full refund was offered if the buyer shipped it back.  Did the buyer file a Returns Request?  The buyer is new and perhaps did not know that seller pays for return shipping, and once received, a full refund is made.

[josp-5104]

Great thinking! They probably didn’t and I didn’t know I was able to reply to the review. Thank you