Sean and anyone else that sells, don't forget that a customer issue should be looked at as an opportunity to wow your customer. I think too many people forget this. Ebay will technically side with you on this but I have always felt it best to take care of the customer before myself.
It's a way of increasing your chance of repeat business from someone instead of killing it. Too many people these days think about each transaction as a one time affair and don't think about impressing the customer and getting repeat business over several years. Just my 2 cents.
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