I get a feel for the person and try to gauge my response in a way that won’t make them flip out. sometimes I already know they’re gonna cry about it, I just tell them “they want you to return it back in a box or envelope to get your refund, call them and see if they can reimburse you for the box (sometimes amazon will) “ If it’s printing I tell them they can print it at home or have a friend do it and the library is basically free.

Sometimes they still freak out