@lintbrush* wrote:
Dear buyer,
I am so sorry to hear that you broke your glasses. I know how it feels to break something just purchasaed and it's not good. While we can't replace the sunglasses your broke, we would like to offer you a xx% discount on a future purchase. Let me know and I can create a special priced listing for you.
You beat me to it lintbrush!! I was going to suggest you write a very kind reply back. Rather than worry about negative fb, which is only coming from your own mind as she didn't threaten any, think of this as an opportunity to create another sale to the same customer.
Explain exactly what you wrote initially, you don't have the same exact color but you do have similar glasses and perhaps she could replace them with another pair at a discount. I'd rather sell to someone who has previously purchased from me anytime and gladly offer them discounts. Tell her that you'll gladly work out a deal that would make her happy as you only want your customers to be happy.
Reel this fish back in and make another sale. Maybe she'll become a regular buyer from you. After all, this is what customer service is all about, making them happy. Best of luck with your selling....
