Could everyone please share your thoughts on this situation? A foreign customer initially asked to buy the newest Kindle Paperwhite 12th generation. After I sent photos, they then asked if I had the Kindle 11th generation, and I sent photos of the Kindle 11th generation product.
The next day, after receiving the item, the customer said there was a misunderstanding — they actually wanted the Paperwhite 11th generation (the customer had written unclearly in the messages). Since the seal had already been opened, I still agreed to accept the return but deducted 400,000 VND.
What really upsets me is that the customer left a 2-star review and claimed the mistake was entirely the shop's fault. Could everyone please give me some objective feedback on this?