it does matter which box the buyer ticked as to why they are returning an item because 2 choices earn the seller a defect. Even if as a seller, you have always accepted returns, you will now be defected if the buyer chooses that the item was NAD or broken - therefore - if Aust Post damaged the item - you, the seller will earn the defect. So it does matter why the buyer changed their mind - 2 choices earn you a defect.