Need some advice on how I dealt with a difficult customer and if there was a better way.
But a little backstory is needed first. I have been selling stuff on the internet for a few years, mainly my own software and products and as an affiliate for others too.
I decided to try my hand at seeing what the PLR thing was all about so I setup a site, hired some outsourcers to start filling it up with PLR.
I recently had one of my affiliates mail on a program and after a few sales, I got some complaints about it. And I will say rightfully so after I investigated there was a missing piece in the download.
One of the people that complained said I was not delivering the software and claimed I was selling some other software with the same name and insisted that I send him that software. It was software that until then I had never heard of so I was really not selling it or even trying to bait and switch. However, the PLR provider I am using I think did wrongly name it the same. I disabled the product from the site so that no one else could purchase it.
Anyways, I offered the person a refund and he refused it and said I needed to send him this other software. All this after I explained that I am just reselling from a PLR provider and not the software he was looking for. I even sent him a link to the PLR provider to show him that I did not create the software and was just reselling it.
Did I forget to mention that this was for a $9 product? Through the entire support ticket transaction I was cordial and offered a refund multiple times and explained that I was not familiar with the software he was referring to. It just never sunk in that I was just reselling other software that was named the same and not trying to trick him.
Now he is threatening to go to the FTC and file criminal charges for bait and switch against me and my affiliate. I feel bad for my affiliate because he did nothing wrong.
Besides offer him a refund and disabling the product on my site, what else could I have done?