customer wants total refund even though the items worked

[gensme10]

ok I have never had this problem before I am a professional graphic artist I make svg files for customers and have premade files that I creat customer ordered several files I sent all the files they requested after payment from paypal. it totaled 59.00 even though customer says they all worked fine except the last one I created. I looked it over she requested the font be smaller thus I did exactly what she requested sent file she demanded a refund of just that file I had someone I trust open the file and she used it and it worked fine I do not see how I am responsible for this customers lack of knowledge of how to use a file. I feel she does not  get a total refund or a refund at all as the files I created work fine for others. how do I handle this as I know any minute it will be at paypals door requesting a total refund... I have explained to her that the files were checked and they do work so her lack of knoledge of the program she uses is not  my problem I just make files for others. what  shoudl I do please and thank you in advance for any real help in this matter

[Whac-A-Mole]

Do yourself a big fat favor and give her a partial refund to SHUT HER UP.

Else she would file a dispute of item not as described and you have no way of proving shipping with tracking number and she will get the whole payment refunded. 

[sidemouse]

I mean to tell you in most cases partial refunds don't work. Once the buyer tastes blood they will want the rest, the end you're going to give a full refund anyhow, why waste the time and effort...

[sharpiemarker]

Not much time and effort at all if you do not argue with the client, trying to fight them on it.  Ultimately, re: full refund, cross that bridge when it comes to that but right now it hasn't so we should not get too ahead of ourselves. 

[Whac-A-Mole]

digital goods,virtual goods,real estate,auto,customs orders get no seller protection.

[Whac-A-Mole]

service rendered as well as you can prove you have shipped.

[DPCreations]

Focus on your business and it's future, not the motive of the buyer.

This means you need for first understand PayPal seller protection; it is NOT  valid for electronic delivery.

It is also extremely important, as a business, to resolve customer relations issues directly and swiftly.  That means focusing on the least costly option for the resolution.

The longer you wait to negotiate a settlement with the buyer the more the seller becomes impatient and angry.  As the buyer becomes impaitient the buyer will look of ingenious ways to get a refund.  In a bad case, the buyer finally reallizes that there is no proof of delivery and the buyer can claim non-delivery.  Result immediate full refund.

Or, the buyer who paid with a credit card will claim non delivery--and win.  In addition, the credit card bank will pass along a $20 chargeback fee to your account.

So, decide which outcome you wnat.  Do you want to manage the outcome or allow PayPal and credit card to manage the outcome for youl

[sharpiemarker]

Be the "professional" that you are and give the client a lil d-count/refund for the one file that was not satisfactory and move on.

[Whac-A-Mole]

if a buyer has bought multiple items from me ,and in your case ,she bought 5 files.

And one out of 5 did not work out,I will definitely refund her and help her understand how to use the file,hoping she will come back and continue buying from me.

It does not pay for a seller to argue with the buyer,it just irritates her .