How do you {manage/react to} a {scenario/circumstance} in...

How do you {manage/react to} a {scenario/circumstance} in which a {client/customer} is {making a request/firmly asking} for a {return/compensation} regarding a {particular product/service} that they have {used on many occasions/repeatedly}? Kindly furnish a thorough {reply/response} containing {established company regulations/procedures}, along with {useful advice/strategies} for {dealing with the matter/efficiently managing the situation} in a {competent/professional} manner.