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]

Thanks Femmefan for the detailed information. Box was new and made to ship fragile items. Yes tracking was provided and Insurance but have you tried to get a canadapost damage claim refund? I have heard it is very long and not always given. A royal pain...

 Buyer did admit packing was good. She finally sent me photos today, 4 bowls in it just like mine but she would not send me a closeup of bottom stamp for me to compare. She then escalated case to a claim and for ebay to decide.

This is where the info you gave does not apply in my case I guess. Since I gave detailed info on my end and my opinion on what this buyer is doing to misuse ebay buyer protection policies etc... and.... I WON! So in my case Ebay did listen to the Sellers side and have some empathy. Buyers and Sellers need equal protection here since without Sellers there is no Ebay!

Cheers