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buyer claims item not working

I sold a vibrating alarm clock-for the deaf -recieved positive feedback then got email saying item was not working-l had triple checked it before listing and it was working perfectly.I suggested they check instruction book as maybe they had set it up wrong.Now 2 wks later have recieved message-its badly worded and spelt -basically they say its not working and asking for me to send money-they dont say how much -
can anyone help-they gave good feedback which they say they did by accident before getting the clock!So what should l do as l know it worked and was really well packed so dont think it was damaged on the way.
:j this money saving is such fun:T

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