Item I sold on eBay, damaged during delivery
I listed an Epson Disc Producer on eBay. Unit was perfect condition. The only problem with the unit was that it had a full waste ink pad which can be replaced or the counter reset. Once this error is cleared, the unit is back to functional condition. This was thoroughly described in the description of the item on eBay. When I list an item on eBay, I state that I do not accept returns (I've never accepted returns on any item I've listed because it's always on working condition or exactly how I've described it in my description). This is how I've maintained my 100% feedback score to date.
Anyways, the listing ends because me and a buyer agree to a reasonable offer. He sends the money, I create the shipping label with eBay/PayPal, selected additional insurance strictly because this is a rare piece of hardware and it's heavy, pack up the unit with a massive load of bubble wrap to ENSURE this package is safe and secure. I even taped all corners and edges of the boxes to ensure the box doesn't split at its own will and that the tape holds it together. (I even use the strong thick tape you purchase directly from Canada Post)
I track the item delivery to the guys house and a day later and he tells me that the item ARRIVED, but FALLING OUT of the box! and that he had to help the USPS driver carry the package out of the truck because it was falling out of the box. He opened the box and the unit was basically crushed on the corner and the hinge for the door would no longer work. He showed me pictures and it's exactly how he described. I don't even know how or why a package would end up in that condition. And in fact, I can't even believe the courier service would even hand over a package in that kind of condition without question.
I was absolutely shocked when I saw these pictures, I couldn't believe it. Right away I opened up a ticket/claim with Canada Post regarding this issue and it's in progress. However while I'm waiting for a response from Canada Post, the buyer on eBay is trying to ask for a return on the item (which I don't accept) and is harassing me to send his money back. The damage to the item is out of my control and I can only proceed with claim process like any average person would have to. I'm fully committed to getting the money back for his damaged item from Canada Post and sending it to him as soon as it comes. Canada Post even said they would be reaching out to the buyer to get the pictures of the damaged item.
My question basically is, am I obligated to returns this guys money? I thought once you hand over a package to the courier service, it's their responsibility and that's why they offer additional insurance (which I paid for)? I'm obviously not trying to scam him but is he required to wait just like I am because this is the official process we have to use to make a claim for damaged goods?
Looking for thoughts.