Damaged items during shipping

[myssattitude]

I have sent two items recently using the same carrier, both were well packaged and protected however both have arrived damaged. I contacted the carrier who told me I had to contact eBay as I purchased the label through them. I sent the link from eBay to the first buyer and I’ve heard no more. The second buyer has requested a refund and said the link did not work for her to claim a refund. It’s saying in the guidance notes I have to refund the buyer but my question is how do I claim for the item that was damaged or do I have to suck it up as a loss? I can only find info regarding buyers rights

[jckl1957]

You are responsible for delivering the items safely to your buyers.  The buyer claims against you by opening a case through Ebay.

It is then up to you to claim from the carrier.

This is a link to the Packlink page:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619-EasyTicket