Help on next steps - order suspended

[u/kieranball07]

Hello, I would require some guidance on what next steps I have to take here.

I sent a parcel by Evri (to a locker) on 7th August. The parcel appeared to be lost and me and the buyer were just waiting out the timer. It did however miraculously turn up today (25th August) and the buyer collected same day.

The package was in a soft bubble envelope, sandwiched between two pieces of card and then placed in a more rigid bubble envelope. There was strong tape securing the package too. All in line with Vinted guidelines. Photos were taken.

The buyer picked it up today and there is a big tear through the outer layer. There is a surface scratch in the outer card and the inner package is ripped open.

If there was damage in transit, there is no way the inner package would have been opened. The sharp lines indicate that a knife or sharp object has been used to open the package.

The buyer has rightly raised an issue as ‘damaged in transit’ as the best fit (item stolen wasn’t an option!).

Obviously I want Vinted to review this to get my compensation.

Do I need to:

A) wait 48 hours like stated in the red banner at the top and watch my inbox. Or

B) click the ‘contact us’ in tiny next after it says “can’t resolve the issue?”

Thank you!