Some may disagree with this, but I just had to make this statement. For some reason, many people like to say "the customer is always right." My rule is this: The customer should be valued, and should be treated with respect. But the customer is not always right.
These days, customers will try to manipulate your company policies so that they can get "special services". This may include unwarranted refunds, exchanges, discounts, or even free stuff. A smart business owner will not put up with this!
Whenever you are dealing with a "problem" customer, handle them respectfully but do not deviate from your policy.
Have a detailed company policy in writing that is easily accessible to the customer. Your strategy of defense is to refer them to that policy. There will be nothing to debate about because you have everything in writing.
Now there are some cases when the customer is right. In these situations, it would be wise to compromise.
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