Every shop gets them. How you handle it decides the cost.
THE COMMON SITUATIONS
A customer claiming non-delivery where tracking shows delivered A return outside your stated window A complaint about a product that matches its description Abusive messages Repeated returns from the same customer
PRINCIPLES
Reply promptly and calmly. Delay makes everything worse. Stick to what your published policy says. That is why you published it. Separate the person from the problem. Address what happened, not how they said it. Decide in advance where your discretion sits, so you are not negotiating under pressure.
WHEN TO JUST REFUND
For low-value items, refunding immediately costs less than the argument, the time, and the risk of a chargeback and a public review.
WHEN TO HOLD FIRM
Where the claim is clearly false and you have evidence. Present it once, politely, and state your position.
ABUSE
You are not obliged to continue. Say the matter is closed and stop replying. Keep the record.
AFTERWARDS
Note it on the order. Patterns tell you who to be careful with.
