How can I file a claim for a broken item

[dllsc_29]

Hi. We purchased an item and it was broken when we received it. The seller said to file a claim but I don't see where to do that. Thanks in advance for any help 

[eastlaneave · Accepted solution]

@dllsc_29 

I am sorry that happened! 

You should open a Return Request. The reason could be "Damaged or Defective Item",  OR "Different from what I ordered > Didn't Match Description" if the item you got was not what was shown and described.

You can open your return request here. Just click the photo and follow the instructions.

https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041 

You will be able to print a label from here https://www.ebay.com/help/buying/returns-refunds/returning-item/return-shipping?id=4066

-- You can check the status of your case here: 

https://www.ebay.com/help/ip?topicId=4667

-- Here is a help page where you can learn more: 

https://www.ebay.com/help/buying/resolving-issues-sellers/checking-status-request?id=4667 

Do not close your return request until you either have your refund in hand or you have the replacement item. Do not close it because the seller promises you something.

The seller can choose to refund you without having you return the item (at his expense).
The seller should file the insurance claim.

It's helpful for the seller if you take photos of the item and packaging and hang on to the box and pieces until the insurance claim is settles.