Assistance with buyer · Poster Print on Demand

Assistance with buyer

Hi guys,

I had someone order a Digital Download - I have this on my normal listings (I know it's a grey area around having them as separate listings and so on).

I completed the order the other day, sent an email with the download attached (A-size jpg) and then sent her a message on Etsy explaining an email had been sent.

She replied saying she hadn't received an email, but seemed a bit agitated in this response. I went back apologising and sent it via Etsy chat as a work-around, however she came back asking for a download link. I proceeded to add this to a folder in Google Drive and share it with her, only for her to come back again a bit agitated, explaining that she bought a digital download 'from my colleague' (assuming she means another shop) and got a download link with numerous ratios in, and that my file wasn't big enough as it's only 1.4mb (it's 4216 x 5968px and 300dpi).

I'm not really sure what to do from here, but my thoughts were to:

Explain the file size and the dimensions/dpi etc.
Ask her if she wants any other ratio's included as well as the A-size print I've provided.
Explain the other purchase she got was from another store and we are not linked
Offer her an extra print (download) as an apology.

Do you think that's fair? With how she's wording everything, it just feels like it's going to end in a bad review which I'd very much like to avoid at these early stages...

Not going to send a reply just yet but any advice?

Thanks,

Rob

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Assistance with buyer