Shop Airlines smallfamiliar2728 on eBay Claimed item arrived damaged -- not possible Redondo Beach California

I'd just shipped two vintage dolls to this buyer, who presently has an eBay handle of smallfamiliar2728. (Note that eBayers are allowed to change it every month so let me add that these dolls were shipped to ShopAirlines on Santa Fe Ave. in Redondo Beach.) This outfit ships the items it purchases to customers in Japan. Maybe at a markup. Anyway, I received an eBay message that buyer opened package to find one of the two dolls' eye fell out.

Next step: would I like to offer the buyer a discount or have the buyer return their purchase for a full refund plus pay for the shipping from CA back to RI ($13). I was incensed since the way I packaged the dolls there was little chance an eye could've come loose. (And of course an eye is easy to glue back in place after sending me photos of missing eye, right?) Not a chance was I extending a discount offer to a probable dishonest customer so I ate the shipping. Dolls came back w one doll eye in a baggie.

I was mad at myself for even doing biz w ShopAirlines bc my first instinct (and as a longtime eBay seller of a couple things or so every month) was not to. Why? Primarily bc they had over 60K reviews and not one was negative or neutral. Really?? Something fishy in state of Denmark. Also the rampant complaints about them all over the web. I advise NOT selling/shipping anything of great value to ShopAirlines of Redondo Beach, CA. I didn't trust them from get-go, and have now also blocked them. (And gave eBay a piece of mind for still allowing this company to buy on eBay given the complaints on the web about ShopAirlines -- complaints that go back to 2010! eBay sucks! Their greed = neither protecting nor siding with their sellers.