Very important point being made here. If you are pro-active with your customer service policies you will disarm most angry customers. But dont just offer a refu

Very important point being made here. If you are pro-active with your customer service policies you will disarm most angry customers. But dont just offer a refund. Do more than that. Listen to them. Fix the issue (if possible), and offer a gift or refund. Very few businesses do this, and people will be blown away by your friendly attitude. Why does my wife keep shopping at walmart.com even though their prices are not that great? Because if the item is not the coreect one (clothing size, defective gadgets, etc) she can just take it to the store and receive a refund. No questions asked. What does she do with the refund? She spends it in the store.