I sold some dvds about 5 weeks ago to a customer,who has just sent a message to me saying that one is not as described as is skipping.

[fanofreba64]

i sold some dvds and the customer would have received them about 5 weeks ago.they have just sent me a message saying

one isnt as described as is skipping,which appeared ok when i

viewed it, i also sent this customer an extra one.this is the first

complaint i have had and strive to have happy customers.what is

the best way to handle this ,should i offer to refund the whole

amount including postage .

[*kazumi* · Accepted solution]

It is quite possible they only just got around to play it.  How much did they pay for it?  If not very much, I would just apologise and refund the cost of the DVD; that is assuming you sent them all in one parcel and therefore the postage cost would most likely be the same if you sent one less.