Originally Posted by
squern
I heartily agree.
The buyer is taking all the risks when he or she makes a purchase and pays for it.
I have always offered a full money-back guarantee, including return postage, for anything that the buyer finds unsatisfactory. And I don't worry too much about why it is; if the customer feels disappointed, that's enough reason to do something to rectify the situation.
I think this is the professional thing to do, it evens up the odds in the buyers favour, and generates good will. You might think that this was a risky and expensive attitude, but in 3000+ transactions I have had 1 return. That was entirely justified, as I had inadvertantly described the item incorrectly.
I think that people who have a bad experience buying online tell all their friends, and name the culprit. I think they do the same if they recieve a service above and beyond what they could have expected, too. That's what I want them to do.