A customer ordered a product in a certain colour back in February. They reached out just now realizing they were sent the wrong colour (a similar one) because their sister ordered and got the correct colour.
Ecommerce business owners - do you honour this even though they have been using the product for nearly a year? Or do you have a limit to when inquiries can be opened on an order?
I’d give a % discount coupon equal to the profit margin ($100 sale item costs you $40, give them a 60% off coupon for that item), free shipping.
You don’t lose any profit beyond shipping costs, they get a new item in the proper color for a good deal— seems like a win-win compromise.
If you really want to go for it— send the sister the same coupon for helping find the mistake. Send them each a few 10% off coupons to share with some friends. Now you have two happy, brand advocates!