To put it bluntly..... not my problem.
You can be understanding, empathetic, compassionate and accommodating to make good on the $$, but at the end of the day, this isn't my problem. I didn't steal the rent payment. I had ZERO influence on it getting stolen. Not my rodeo, not my clown..... not my problem. I sympathize with their plight, but it doesn't change the fact that I'm not going to now assume the impact of the crime that occurred.
Since I kind of messed up with not noting the issue sooner, I'm going to be accommodating and waive late fees and set up a payment schedule over a couple of months to make up the lost rent.... but I'm not eating the full $$ or even a portion of it. Nope....
And I would unquestionably want hard core documentation of the actual theft and investigation.... this smells of complete BS, so I would want a TON of evidence that its not before I would consider any change in normal protocol.