- Joined
- Jul 8, 2017
- Messages
- 5,750
- Location (City and/or State)
- Low desert 50 mi SE of Palm Springs CA
I'm so sorry, Tom. I know this is very unsettling for you.
Do you have a "gut" feeling about this customer? Do you feel that they were negligent in any way? Or that they are trying to scam you?
As others have said, you will never know, for certain, the cause of the baby's death. But assuming they are reputable, responsible people, they are hurting at the loss of their pet. The likelihood is that they did love him and nurture him to the best of their ability.
Without admitting any fault, I think you could use this sympathetic approach to refund half the price, or offer another tort at half off.
As said by another, your financial loss is not the issue. But the goodwill gained by "I am so very sorry this happened to you" is priceless. Everyone loves a vendor who genuinely empathizes with his customer, especially when it involves a living being. I truly believe you will feel better about the entire episode when you look back on it.
Do you have a "gut" feeling about this customer? Do you feel that they were negligent in any way? Or that they are trying to scam you?
As others have said, you will never know, for certain, the cause of the baby's death. But assuming they are reputable, responsible people, they are hurting at the loss of their pet. The likelihood is that they did love him and nurture him to the best of their ability.
Without admitting any fault, I think you could use this sympathetic approach to refund half the price, or offer another tort at half off.
As said by another, your financial loss is not the issue. But the goodwill gained by "I am so very sorry this happened to you" is priceless. Everyone loves a vendor who genuinely empathizes with his customer, especially when it involves a living being. I truly believe you will feel better about the entire episode when you look back on it.