I sell earrings and in a little over 300 sales I have been informed of 4 broken pairs. Two of those broken pairs are from the same customer.

She recently contacted me to tell me that a pair broke and she was disappointed. She didnt ask for a replacement or refund just made a point of telling me that she wasn't rough with them and wanted me to know.

In a case like this, how would you handle it? Send her a replacement? Refund her? Ask her to send back the broken ones and send then her a replacement? Offer a replacement if she pays for shipping?

I obviously am not going to respond and be like, 'well you're the only one who has broken pairs but thanks for telling me'. I'm just not sure what the best way to respond is.

Thanks for any help!