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@newnuseddvdbookscds wrote:

What would YOU do?

 

 

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Not this...:p 

"So i send off an apology letter  and ask what would be best way to make them a happy customer."

That's basically giving someone license to ask for whatever they want, reasonable or not, and if they ask for something you're not prepared to give, it makes it harder to turn it down without making them more upset. (I don't mean this to come across as personal criticism, just that it's better to have defined boundaries that will help you and your buyers reach a mutually agreeable solution). 

The best thing you can do for yourself is to devise some firm, but fair, policies that cover as much of these kinds of situations as possible. They don't have to be explicitly stated on your listings (mine aren't), and can be flexible on a case-by-case basis, but when you have a customer that is demanding something above and beyond what is fair, you can refer to them and let them guide your replies.

I like to provide buyers with (limited) choices, so I'm in control of what or how much is offered, and they're in control over which option they choose, as a way to hopefully keep everyone happy. So, for example, if I got a message like this, I would have replied straight away with option A) return for full refund, or option B) partial refund of X amount, and keep.