Seller wants me to report issue to Carrier? Help!

[fairpromise]

I purchased a booster box (cards) and recently received the item from my front office. The package was soaked in water, torn open, revealing the item that was damaged as a result. (Water creases, dents in the box, ect) I opened a return request for a refund and asked to return the item, as well messaged the Seller/Company. We have not had any rain in our State, except very hot weather. Rain season won't kick in till August..  I assume this was either in another State or Country when the water damage occurred. (Japan)

They said "We have confirmed the photos that you have submitted, and as we do not ship any packages in that condition, we have confirmed that this is clearly a shipping damage. Please note however that your order was shipped by EMS shipping which is a fully insured shipping method, so if you did not yet report the issue to your local postal office, then we would kindly ask for you to report the damage to your local postal office and receive a damage report, so that we may open a claim with Japan Post."

Where do I go from here? I don't think they are going to help me and it could take up to a month to have a claim approved from the carrier. Who is responsible for the return and damages? How do we come up with a resolution?

[fairpromise]

Update: They said "Thank you for contacting us. We are really sorry to hear about the damage to your package. We can see that you also sent a message regarding this case, and as explained in our reply to your message, we would kindly ask for you to report the damage to your local postal office and receive a damage report, so that we may open a claim with Japan Post. As you need to hand over the damaged item/package to USPS for an inspection, we will not be able to accept this return request, but after Japan Post has been able to confirm the shipping damage with USPS, Japan Post will provide a full compensation as EMS is a fully insured shipping method. Please contact us again after you have reported the issue at your local postal office so that we may proceed with the next step to open the claim with Japan Post. Important regarding shipping damages for internationally shipped orders, both the receiver and sender needs to report the damage, the receiver reports the damage to the postal service in their country, and the sender reports the damage to the postal service in the senders country. If you have any other questions, then please let us know. We apologize for the inconvenience."

Where do I go from here?

[fairpromise]

I purchased a booster box (cards) and recently received the item from my front office. The package was soaked in water, torn open, revealing the item that was damaged as a result. (Water creases, dents in the box, ect) I opened a return request for a refund and asked to return the item, as well messaged the Seller/Company. We have not had any rain in our State, except very hot weather. Rain season won't kick in till August..  I assume this was either in another State or Country when the water damage occurred. (Japan post)

They said "We have confirmed the photos that you have submitted, and as we do not ship any packages in that condition, we have confirmed that this is clearly a shipping damage. Please note however that your order was shipped by EMS shipping which is a fully insured shipping method, so if you did not yet report the issue to your local postal office, then we would kindly ask for you to report the damage to your local postal office and receive a damage report, so that we may open a claim with Japan Post."

Where do I go from here? I don't think they are going to help me and it could take up to a month to have a claim approved from the carrier. Who is responsible for the return and damages? How do we come up with a resolution?

[southern*sweet*tea]

Buyers have the money back guarantee. It's up to the seller to deal with any insurance claims and such, however you should cooperate if the seller needs pictures. If you can get a report from your Post Office from the seller, that would be very helpful, but you are under no obligation to do so, especially if it could take a month to get it. You only have thirty days from the delivery date to act.

Since the seller is in Japan, they will be required to send you the money for return shipping WITH TRACKING. You will need to get that cost. Be absolutely certain the price includes tracking all the way to the seller.  They should then send you the postage money by Paypal.  If they decide that price is too expensive, do NOT let them talk you into sending with a cheaper method without tracking.

If the seller refuses to do so, escalate when available. Ebay will force the refund.  Do NOT pay for return shipping out of your own pocket if the seller asks. A buyer should never be out a single penny when it comes to a damaged item.