Vintage Pen Selling Issues

I really can't believe I am typing this or that I have been put in a position where I even needed to think about this. Naive of me to be sure, but with the expansion of business I have reached the point where the folks that are buying vintage pens don't really know about them. That is leading to them ordering things they don't know how to operate and then they break them. This is particularly frustrating to me because asking a few questions before buying a pen is encouraged and necessary in some case. Not all pens operate the same way and it's a learning curve for all of us. Questions are encouraged! 

Recently I have had two Montblanc pens sold and returned, both are not your standard fountain pen ( 147 and Boheme). The new pen owners attempted to operate the pen in a way that it is not meant to be operated and in the end damaged them. Many of these pens are rare and hard to find and that breaks my heart a bit. 

Now for the frustrating part. I do not mark up these pens very much and just paying for the shipping and credit card fees eats up a good portion of my profit margin. If I need to pay to bring the pen back to me and then have to send it out for repair I have lost money and have to list the pen as repaired...which could also cost me money. I have just changed my return policy to reflect that you may be charged for the freight both ways if you change your mind about an order. In addition to that I will be reaching out to buyers of atypical pens before I ship the order to see if they understand what they may be getting into in terms of pen operation and what their expectations are. Hopefully this helps resolve the problem.