I purchased a Thomas Kinkade lamp that was advertised by "Sarah" in Massilon, Ohio as N...

I purchased a Thomas Kinkade lamp that was advertised by "Sarah" in Massilon, Ohio as New (never used). It was shipped to me here in California and my credit card was charged $**.**. I received the item last Friday ***** and immediately found that the lamp shade was damaged in two places and it was obviously not new at all. I contacted Sarah who said she was sorry and would have OfferUp refund my money and that she was selling it for a friend. **Since then no word from OfferUp except a few emails saying if not satisfied I may need to file a claim if the seller does not respond. Sarah did respond initially but since then no refund and now no response from an additional message to her asking if she requested that you refund or not.**I only have OfferUp on my desktop PC and not on a smartphone. I have read over your instructions about filing a claim for a refund but your site must display differently on a PC than on a smartphone as there was no way I could figure out how to file any claim on my PC. I have pictures of the damaged parts to the lampshade if needed. I also "reported" the situation on Sarah's area but just got response that they may take actions behind the scenes that I may not be aware of. I am not looking for an actions to be taken against the seller - I believe she was not aware of the condition of the item that she was selling for a friend. I only am looking for a refund and would be happy to return the item at the seller's expense if requested. **This has been a very frustrating experience for me. Your site is not user friendly as far as complaints or refunds at least on the PC version of your site. I hope someone can help resolve this soon or I guess my next hope it to dispute the charge with my credit card company but it should not have to come down to that. Please try to help and thus restore some confidence in buying items that have to be shipped. Thank you.