We have a buyer that has given us a 5 star review which was awesome considering the buyer said in the review that the package was damaged during transit, the package was pierced through damaging the product inside. The buyer fully blames the shipping company not us or Amazon, stating that our package was well wrapped and protected.

My question is what is the proper Amazon procedure to tell to the buyer so they can get their money refunded and we don't take a hit on our metrics? We get so few packages damaged during transit that I'm not sure. Naturally, we would not want to have to spend any more money on a product we won't be able to sell. If a Mod would be able to respond to help us that would be great.

Thank you