Sellers: how do you handle refunds and disputes?

[trixdev]

I'm curious how other people here handle this, because every seller seems to do it differently.

• Do you offer refunds on digital goods at all, or only replacements?
• Do you have a written policy that buyers agree to before paying?
• How long do you give a buyer to report a problem?
• Do you use the forum's middleman or escrow for larger orders?

My view: a short, clear policy agreed to up front prevents most arguments. Replacing first and refunding second keeps most customers happy. Logs of what was delivered and when settle the rest.

What has worked for you, and what hasn't?