Q - 11:48 pm on Aug 18, 2000 (gmt 0)
Hissyfit--You may not like this, but after 14 years in retail, my advice is to send her the product she says is missing, no (more) questions asked. It sucks, I know, but you need to remove yourself emotionally from the issue and think about what the long term effects could be. Especially as a new e-tailer, if there is any possible way that this product could have been missing, and anything is possible unless you not only packed it yourself, but also hand delivered it, and never had it out of your sight until it was put into her hands, you need to take care of your customer.
Yes she may be dishonest, but it is not worth taking the chance she is telling the truth, one disgruntled customer can do a lot of damage, especially online.
On the flip side, you have an opportunity to display some outstanding customer service and take care of her. Did you ever hear the story about Nordstroms taking a return on a set of car tires? (Nordstroms doesn't even sell them) Sometimes you need to take a loss in the name of customer service.