Charles has the right process. You need the recipient to send you a scan of the damaged item, also you need to print out your photo (from eBay listing) of the item before damage. Think the damage claim can be filled out on-line (attach photos to it), but remember having a tough time doing so. Went to the post office instead and the clerk provided a form. In that case, you print out the photos before and after from your computer and attach as exhibits.

In my case, a Swarovsky crystal figurine I sold arrived broken, despite my writing FRAGILE in about ten places on the package. The buyer elected to KEEP the figurine and pay me a reduced rate. I truthfully reported all this to the USPS, so received the DIFFERENCE between the sales price and agreed-upon lowered price. It took about a month for the USPS to process the claim, as I remember.

I have sworn off Swarovsky crystal!