Is there any Seller Protection when dealing with a "maybe" damaged item received in the US?

[surrealgirl1]

I'm unfortunately dealing with a seasoned scammer potentially and am starting to shake my head what protection I have as a seller? This Buyer claims 7 days after receiving item arrived that its broken but hasn't sent me photos yet. Buyer got combined discount shipping two items together and completely got a deal on items won. Buyer purchased no Insurance or Tracking and my auctions clearly state no returns. Buyer admits her delivery carriers are always rough with her parcels and she has many damage claims but she admits she has not reported them. Buyer now expects full item refund. shipping refund and to keep "broken" item or i pay for return shipping to me.

I have offered refund for item and I provided tracking free.Item is family heirloom and not replaceable. Can Ebay seriously award her a refund for item shipping and me pay return? If so I seriously don't see how a Seller is protected from scammers or buyers misusing canada to usa "insurance" policies knowing Canada seller has disadvantage. She resells this same china and currently even is reselling same bowl she claims is broken on a different site right now. I am both a Buyer and a Seller and very fair but this seems ridiculously one-sidedly unfair no?!

[surrealgirl1]

"Insurance protects you not the Buyer"....I have thought alot about this and It seems Insurance still protects the buyer to not the seller. I had a long convo with my mom about this (regarding china) She sends me family owned china, it breaks she gets reimbursed (hopefully) I am out no $ as the recipient.

But I receive China and sell it here, Buyer claims it arrives damaged, I then file claim, repay buyer and am then out the China(damaged and not resellable if I get it back) and the profit $? Since a claim is never enough to cover my cost(investment) and sold amount. So how is a seller protected at all and compensated if a buyer claims damaged or not received? The only Sellers I find that can eat a lost or damaged item is multiple listed common products or very low value items.

Hope I explained that properly! 🐵 Does anyone get what I mean, being a Smaller Seller here with usually unique items and not alot of the same inventory I get a few of "these Buyers" in a row I am not able to sell on here since my profit margin is not huge and my shipping I charge is also quite low to generate more sales and interest.

Cheers!