As you came to realize, the appeal process is not the buyers issue. That's your issue to deal with. If you did or didn't get reimbursed, the buyer didn't receive what was paid for and you admit the packaging wasn't up to snuff.
I have an attitude about things being shipped...especially UPS for some reason.
Pack things as though items are going to re-enter earth from outer space!
Most of the shippers will find a way to mess up whatever you are sending. :)
Good that you got it resolved to some point.
