I got a candy cane frag in the mail a while back and I was all prepared to drip acclimate (2 day shipping from CA to FL). As soon as I saw the condition of the water it was sitting in, I threw all that I thought was right and took him straight out of the bag and into tank water. Not the TANK, but tank water...he needed "dipped"
I think Spidey had the right idea with what happened, but you know what 05? You kinda had a little mini business getting started. Don't let one idiot discourage your endeavors. As with any business anywhere, there will be "mishaps" but you gotta push on.
And NEVER refund shipping money.
If he had an issue with the way it was shipped he should take it up with fed ex cause THAT's who he paid...not you.
I hope you continue to sell frags. one cause they are beautiful, and 2 cause captive propagation is so very important.
And if you want, you can send one to me and I'll tell everybody how awesome it was shipped/packaged/cared for/etc...