Canada is quite civilized and we don’t live in igloos or anything of that nature - haha. If a package is shipped to the door and the packaging is ruined you can refuse to accept it and it gets returned to sender. I’ve refused a BB package after the duty was $73 (before they had the standard shipping fee - so my shipping was already high and then duty fees ended being higher than the cost of the kits inside). BB flagged my account and wouldn’t let me purchase anything for a month or so. But, at any rate I ship most my babies from Canada to the USA and I make sure, when I fill out the shipping label, to insure for the actual price of the doll and check that it’ll be shipped back to me, at my expense, if refused - I’d rather be out $40 for shipping then $300 for a doll that sits unclaimed.
I’m thinking that your buyer saw the ruined packing and refused at the door because he didn’t want to accept the doll if it was ruined in transit. He probably contacted the post office and asked to inspect the doll, in their company, so that he can either accept or refuse with a witness. If he accepted a ruined packaged and a ruined doll, at his door, he probably felt like he had no recourse - it wasn’t caused by his negligence or yours. By refusing and asking to see the package at the post office he can visually inspect whether there is damage and can decide how to proceed from there.
Further, what I learned, when shipping out of country, is to attached a little package addressed to “Customs” on the outside of the box (you can get self-affixing “baggies” at the post office for free). I list all the contents of the package as well as put tiny samples of all the stuffing inside the doll (cluster-stuff and glass beads). That way, customs doesn’t feel the need to pull a package apart to see what’s inside if the stuffing (or glass beads) look suspicious. It keeps everything much tidier when it arrives at its destination.
Not sure if this helps.