I don't know anything about shipping soaps. So I cannot comment from that perspective on how likely the soap is to burst with a certain shipping method.
If you sell something regularly and have no problems with a specific type of defect, and then a buyer has two straight issues with the item being defective in that way, that is suspicious.
If they are unsatisfied, politely invite them to open a return. If they do open a return, you can do one of two things to resolve the situation :
1 - Refund them. Block them. Report them to eBay (if applicable), and move on.
2 - Spend $20-$30 on a return shipping label. Refund them if they return both items. If they do not use the label after 15 business days, you can contact eBay, and they will close the return. That will end the transaction in terms of eBay buyer protection. If you use Shippo to purchase the label, you can get a refund for the unused label in the form of Shippo credit.
If you think the person is scamming you, go with #2. You are gambling on wasting more time and money, but there is a reasonable chance they are fishing for a refund and want to keep the items. This means, if you call their bluff, they won't use the return label.
If it is a low cost item, the pragmatic move might be to go with #1 because your time, stress, and sanity is worth more than the item. The item is also a sunk cost at that point, so throwing $20-$30 on an international return label to get a return you cannot re-sell doesn't help you if you misread the situation and they use the label. With that said, in this situation I would gamble and provide a label because I don't think the buyer will use it. It sounds very fishy.
If you do opt for a straight up refund, don't do it manually. Politely ask them to open a return first, and then resolve the return with a refund. I only suggest this because of how fishy it is. If they tell you they do not know how, you can provide them with this link: https://www.ebay.com/help/buying/returns-refunds/return-item-refund?id=4041 While eBay's new system might have changed this since you can choose more reasons for a refund, under eBay's old system it was always better to ask a buyer to open an actual return. You aren't penalized if you resolve the return, and some scammers no longer qualify for eBay buyer protection so they cannot open returns.
The last thing, is you can look at both their feedback received as a buyer, and "feedback left" tab. Feedback left is important, because if you see they leave a lot of neutral/negative feedbacks for sellers, or a lot of positive feedback referencing problems "item arrived damaged, but seller refunded", "seller was great at fixing an issue we had", etc, etc, then there is a good chance they do this regularly.
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