We preached it, now we test it!

Just another great day at the ole' Lemonade Stand.  Life is funny sometimes, Alan and I just finished doing a video on customer service for eBay toting the wonderful things you can do to make a customer happy and wouldn't you know it we get this email that same night that tells us a "Request" is open in the Resolution Center:

I had the item out under lights in my little store and noticed that it's actually been broken and repaired, hence the chip you mention. It was the most expensive set I purchased that day and it's the only one not as described. I can return or would negotiate less. Happy to provide photo. JOY

Get that pitcher out and the water, lemons and sugar, because this is going to make great lemonade.  (Now first of all I did ask her if I could share this and she gave me permission to do that, that is why I left her name in there because it plays a part of our dealing with her.

Question first, what would you do in a case like this????  Well some would surmise that she was just trying to get her item cheaper because she has a store which she seems to sell collectibles in, or you might say "I checked that before I sent it out and it was not broken. Maybe she dropped it and then is wanting me to give her a discount.  I mean why did she offer to negotiate???

Let me first tell you that my reaction was give her a refund and make her day. 

A similar situation happened to me,  I just had bought a cute Mexican Tonala Folk Art piece because I know they sell.  As I was cleaning it up and washing it out all of a sudden I see this crack inside.  Did not see anything on the outside though.

The crack on the inside

So I really missed that when I was buying it, but I thought I can either list it and show the crack on the inside because after all it is not showing on the outside.  Instead I decided to just use it myself.  So for breakfast the next morning I made pancakes with some homemade blueberry syrup.

And this is what I saw when I put the syrup in the pitcher. The syrup had stained the now very visable crack on the outside.

The reason why I brought this up is because it was totally possible that something so small on an item could be easily missed.   And obviously I MISSED it on the shaker.  So right away we sent her a message and refund.  Then I was proactive and sent a second email. 

Hi Joy, I know Alan already answered you and did the refund. Since I am the one who found these and did the picture, I just want to apologize for missing the issue on these. Thank you so much contacting us. I certainly would not want you to go to the trouble of taking a picture if you said so then I take your word for it. Your eyes are probably younger them mine so you saw it more easily :) Please come back and visit us again.
Sherry

And she responded with this message:

Thank you so much! I only meant for you to offer me a partial refund for the item. I didn't notice the break myself until I looked closely. I know you didn't do it on purpose. All the best, Joy

Joy, with a name like joyousone for an email, who could resist to not give you joy :0) It is no problem we felt we needed to bless someone today and tag your it. Hope you can still use them or bless someone else with them. If there is a flaw then I would only consider giving a refund I would never expect you to pay even a little for the item. So be blessed and have a blessed day
Sherry 

Our greatest purpose each day is to see who we can help make their day.  My question is do you think we will get a defect for this.  NO we will not, but that was not our only purpose it was to make her happy.  So when you set out to make someone else happy, you can be happy also and avoid those "dreaded" defects.

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The infamous but "flawed" Salt & Pepper Shakers