'missing' items - what do I do?

[SuePBlovesaDiamondJubilee]

I sold a box set a month or so ago. The buyer has emailed today to say that one disc out of 20 is missing.

Now I checked and checked and checked before I sent the DVDs and it would be hard to miss one. I counted them for the listing and flicked through a dozen times, physically putting my finger on each dvd and saying 'there' out loud. Bonkers I know, but I wanted to be sure and that's how I remember.Each had its own transparent plastic holder so hard to miss.

Anyway, I am as sure as I can be that they were all there but I spose there is always a chance I am wrong nope. They want to send them back or have me replace the disc (impossible and I reckon they know it).

So I have to accept it back, minus the disc, and refund the entire cost and original P&P? Do I have to refund their costs posting back (I've never had mine refunded)? Is it really just a case of sucking it up or could I have proved it in some way? It also seems a bit pat that it's taken so long - just long enough to watch 'em - but I am trying to be charitable.

Any advice please and thanks?

No panic, I have a solution
As you were

I want to know

can you not just buy the missing dvd and send it on to your buyer?

A month is too long.

I sometimes sell technical items and say in my ad "I offer a 7-day refund for anything which is faulty or not as described . Please examine goods on receipt and advise me immediately if you wish to return them"

For the honest buyer that is a reassuring guarantee. I also code-mark expensive items with dots and/or note their serial no.

Yep ditto a month is too long. Plenty of time for them to have lost one of the discs.

trouble is they have 45 days to open a not as described dispute - regardless of what your return policy states.

Ummm yep does sound like they've had a couple of weeks of watching and now want to get their money back to me.

what is the mysterious solution, purply bits?