That's what I was thinking too, but wasn't sure. I've seen posts where the seller stated they got the item back and handled the return through their local post office. I've shipped lots of items with no issues, but just this past month I've had three items damaged. I want to blame ground advantage, but know it ultimately ends up on me.
The first two sent photos and I promptly refunded & kindly asked if they could help me out if the post office wanted to see the item/package. Both items were low dollar (approx. $20.) and in both claims I was asked to have the items taken to the post office. One even had great photos of external damage to the box. Neither buyer followed through taken them to the post office, so I lost both claims. That me start wondering if I should have the damaged items returned so I could take to the post office myself--especially if they are higher dollar items. I probably won't even bother filing on the third one.
