UPS damage and how to handle their site glitches?

I had an ebay buyer receive multiple pieces of china shattered. She is being impatient and I don't know what to do with their website. Each time I visit, a new error pops up. Either their site says that there is no new info on my claim, they can't find my claim, etc. Their customer service is awful and totally unhelpful. I am trying to get them out to her home a few states away to get the damaged items and reimburse me, but with the website constantly glitching, I don't know what to tell her and have no clue if they will even come out to get it. What do I do?