If the item was damaged when it arrived then you open a Not as Described dispute by going to the item in your Purchase History or ebay help at the top of the page.
The seller sends a pre paid label for the return and once they have it back then they refund
All problems are sorted that way.
If they dont refund once they have the item back then you go back to the dispute and escalate to ebay in 4 days. The option appears when it is time.
The seller should then try to claim for damaged parcel. It has nothing to do with who or how it got damaged.
Did you open a dispute?. If so what dispute did you open.
If you open the wrong dispute of a return and it has closed then you can not open another one on ebay.
Try your card provider
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We are just ordinary members trying to help.
