Final answer:
The first step is apologize and clarify the shipping policy to the customer. Next, check if there was an error in the shipping cost calculation. Lastly, consider offering a discount on the shipping fee.
Step-by-step explanation:
The first step you should take is to apologize for any confusion and clarify the shipping policy to the customer. This will show the customer that you are listening to their concerns and are willing to address their issue. You can explain that the free shipping policy only applies for purchases of $500.00 or more.
Next, you should check if there was an error in the calculation of the shipping cost. Maybe there was a mistake and the customer should have received free shipping. If this is the case, you can offer the customer a refund or credit for the shipping fee. If there was no error, you can explain this to the customer and let them know that their purchase does not meet the threshold for free shipping.
Lastly, you could consider offering the customer a discount on the shipping fee as a gesture of goodwill. This shows that you value the customer's business and want to make their experience more positive. It may also encourage the customer to continue shopping with your company in the future.