lgn1 - 12:19 am on Feb 17, 2011 (gmt 0)
When dealing with a nut job, we just refund the product and the shipping. Fortunately we don't get very many, and taking the loss, saves us in customer service in the long run. Fortunately only about 10% of customers are minor problems that can be settled with a phone call. About 1% are major problems and require free shipping or something to make happy. About 1 in 500, we just refund everthing including shipping just to get rid of the person.
The problem with ecommerce, is that mistakes do happen, even when you have a qood quality managment system. What I find interesting, is that the mistakes always happen with the most unstable people.
The customer is always right, even when they are not taking their medication :)