What should I do if this happens.

[swtkittydreams]

Dear eBay officer:
The eyeliner pencil sold on September 8th Sephora Collection Eye Pencil Hot Hues 0.95 g /.03 oz New(203097976694), the buyer said that the two received were broken. However, that can be seen from the picture he posted that they were caused by gravity. It may be stepped on or broken by force. I don't know how to cause it. What should I do if this happens.
Thank you very much!

[disneyshopper]

How did you ship these?  Wrapped in bubble wrap in a box?  I believe the damage is probably caused by being shipped in an envelope of some kind.  I'm sure you probably don't want to pay to have the buyer ship back the items, so I would just issue a full refund without requiring the buyer to send the items back if the buyer files a Returns Request.