Here is the whole story - not just the part:
1. This was not the first order. The customer made more han 5 orders before and everything was great!
2. His last order was shipped, but USPS hasnt delivered it and lost it! After that we RESHIPPED the order for free!
3. The reshipment didnt get delivered as well and came back to us. So we propose to reship it again and use different adres.
4. Customer said he dont want to wait and asked for a refund. I explained that we have shipped the package twice already (for our money) and I asked if he will be ok with a partial refund of 50%. And he agreed to that!

Its not like we just told him about that. The customer agreed for a partial refund.