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."
They then followed up with
"We will assist with opening a claim with Japan Post after you have reported this issue to the postal service in your country. Please note that it will not be necessary for you to returned the damaged item to our store. This is because you need to hand over the damaged item/package to USPS for their inspection."
Where do I go from here? Who is responsible for the return and damages or reporting? How do we come up with a resolution? Any help is greatly appreciated!
