u/AskPractical5226

So I sold a bundle of perfumes. I packed them well but one arrived broken with pictures to prove it. Me and the buyer are both chatting with support.

She wants to keep the rest of the perfumes because they were fine. The last message I got from Mercari said they will do a partial refund if I approve but my damaged in transit claim will not be reviewed if i approve and the transaction will considered complete. Can someone tell me if there’s a workaround for this?

If i accept can i file a claim after to try to get paid or is this my only option? I asked if my review can be handled first and then the refund and they haven’t responded. Taking 5+ hours to answer chat and I called and was hung up on after 10 minutes of hold.