Customer claiming print is blurry

Hi all!

I sell digital prints and have yet to have any complaints about low resolution/ poor quality after printing. I always make sure they look crisp and clear before uploading on Etsy. A lot of my reviews mention how great the quality is.

I had a customer buy one print 6 months ago and only download it 2 weeks ago.

There has been a lot of back & forth since saying she has taken the files to be printed ( 5x7 ) and it was blurry. She said she tried multiple print shops in her area and they all said the same thing. She asked for higher resolution files but I assured her they already were but went ahead and sent her them in PNG & PDF as the original ones were JPG.

10 days later she messaged me again saying her local print shops said it’s a problem with the files and they are blurry. When I open them on my computer and zoom in and they look fine.

She then said she tried printing on her printer and they were still blurry.

Mind you, she wants to print a 5x7 print not something large.

I uploaded the 24x36 print on Walmart & Shutterfly as they will normally alert you if the print is poor resolution.

It was fine on both sites and I took a photo of my screen to show her there was no resolution issue.

She then messaged and said it looked blurry in the photo😭 Well it’s a photo of my screen of course it looks blurry!

She said she would try to do it online and thanked me for my help.

24 hours later she said she sent the new files to more printers and they all said it can’t be printed because it’s too blurry and the problem is with the file.

I’m tempted to just refund her but I feel like that’s what she wants. I know the prints are perfectly fine and this may be a way to get a refund = free print.

Anyone have an issue like this? Any advice?