Question about lost packages and compensation

When a package is lost in transit and then Vinted asked the buyer to file a claim, what should they be selecting in order for both of us to get compensated? Because I noticed sometimes I’ll get compensated and sometimes I don’t. I think when the buyer selects “package never came” that’s when they get a refund but I don’t get compensation. But I also don’t know their options. I want to let the buyer know which to select so we both get compensation.