"This person has been blocked from my auctions. As a courtesy and to show good will, I returned her ... " (more)points as she noted a defective product EVEN when I sent to her a brand new, safely packaged, undamaged product. EVEN when she provided no proof of damage. "
"I'm very sorry I did my best to make sure they were wrapped carefully and marked fragile. It is ... " (more) not my fault the post office wasn't careful."