Vinted dragging their feet over refund. Isn't that what buyers protection is for?

[PugBelly]

Bought lots of clothes/shoes from them and never had an issue but bough some home ware goods and one of the 4 mugs was smashed.

Reported it immediately. I've had them reply twice now asking for more photos and a description of the damage.

How many photos of a cardboard box, some bubble wrap and a smashed mug can they possibly need.

3 times I've sent them the same 7 photos and told them what happened.
They reply asking for 'photos of the box, the inside of the box, them item inside the box and a description of the damage' All of which they have multiple sets of!

I'm getting quite annoyed as each message from them comes with he threat 'if you do not provide these then we will have to follow out process and complete the transaction'

Also, will the seller get her money because it's not her fault either?

They've just messaged again asking for photos and a description of the damaged items. Are they taking the piss???

Has anyone been through this?

It's not like I'm disputing the condition of a top or a stain or something. It's smashed to pieces!

I sold a mug on Vinted and it smashed during transit. The buyer contacted me and I refunded straightaway, have you messaged the buyer?

She says she can't refund me as I reported it as broken to vinted so they haven't released the money.

They only release the money once you click 'everything is ok' which it isn't?

How did you refund her as they wouldn't have released the money if it was smashed?

She messaged me directly and I cancelled the order so a refund would go through.
It was a while ago so maybe they've changed the way to refund.
If you flag it up with Vinted it takes longer to process refund.