How can I believe that he didn't accidentally break it. Unfortunately you cant
you need to ask the buyer to open a case to return the item - this will prompt the buyer to upload proof of the breakage but they will be given a pre paid label for them to return the item - this is at your expense so you will have to determine if you want to refund the buyer without the return depending on the cost of the item. If you see the images and decide not to pay return postage on top then you can just refund on the return process. Unfortunately some buyers will damage items to get the free return (claiming damaged) if they dont like the item or they could be prompting for some money off
You could claim from the courier, many of them will ask for proof of the inner and outer packaging too so personally I will ask the buyer to do this something like:
I'm very sorry to hear that the item you received, [Item Name/Description], arrived damaged. I understand how disappointing this must be, and I want to assure you that we'll work to resolve this for you as quickly as possible.
To proceed with the return and refund process, I kindly request that you open a return case through the platform. This process will guide you through uploading some photos of the damage, which helps us understand what went wrong and allows us to claim from the courier if necessary. When doing so, if possible, could you please also include photos of the inner and outer packaging? This is often required by couriers for their claims process.
Once the case is opened, the platform will provide you with a pre-paid return label, so you won't incur any cost for sending the item back.
They may completely ignore that and just return the item broken at your expense and there is nothing you can do other than go to "Report buyer" in the help pages.
Either way the buyer at this time is claiming that the item is damaged and you have to honour the return
