Buyer opened a return request but won't reply to messages

[jhoward6696]

Buyer opened a return request for an item and only stated "It's easily damaged" as the reason for return.  I have sent 3 messages to the buyer within the last week asking what is damaged as the item was in working order when purchased and packed securely for shipping from US to UK.  I have received no response from the buyer.   Since I can't seem to get a response from the buyer I was hoping to get eBay involved but there does not seem to be a way to do this from the site.  I clicked on the the link for "Ask eBay to step in" but it just seems to send me a round in circles on the site.  I would like to work with the buyer on this issue and understand what the problem may be but I can't seem to get a response.   Am I better off calling eBay or am I just wasting my time as they will likely side with the buyer anyway?  Looking for any helpful suggestions...