tangor - 1:22 pm on May 10, 2009 (gmt 0)

"This is our product offer. Unless you intend to order the item in wholesale bulk quantities of 10,000 or more this is our single unit price. We value your patronage, but we do not offer discounts."

As for returns you either have a return policy AND RESTOCKING FEE or you do not. Make that clear on line and during phone orders.

If, after a bad experience, they want to buy something else you say: "I'm sorry, sir/madam, we've been unable to satisfy you in the past and do not wish to repeat the experience. I'm sure you can find a similar product elsewhere." Then hang up the phone. Don't keep talking!