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I need a professional opinion please

I've been running my online store for about 3 years now and I've encountered countless problems of course it's normal however I've faced an issue recently that I'm not quite sure how to solve

A customer placed an order about 45 days ago and received it the next day

Last night one of my employees who's handling customer service gets a call from that customer who's claiming they only now opened the package and it's missing 2 items

The 2 items cost all together $200+

Honestly I don't know how to do, I don't want to go all formal on the customer and tell him our policy is 14 days and so on and at the same time, the customer could be right and possibly the order was missing the 2 items

Can anyone please give me an opinion on this? Has it happened to anyone of you? What did you do?

submitted by /u/kahrabaaa
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