No, you got it all wrong, again.
Customer figured she was entitled to a freebie after ordering 5 or 6 cakes from me, that's why she wanted the refund, nothing to do with the size of the cake. A scam if you will, or maybe just self entitlement. After all, she did get 5 or 6 full price cakes from, so she should be entitled to a discount,right?
Look, you sound like a lovely person, but try running your own business for 15 years, it's an eye opener O.K.?. You have to be diplomatic with customers, can't just flat-out say no to them.
Here's a secret you might have learned watching TV police shows: Kidnapper holds hostage ransom for 1 million. Police negotiates with the kidnapper, 1 million is not possible for at least a month, how about 750,000 within 12 hours? Reason for this? If the kidnapper agrees to the 1 million right away, then the kidnapper automatically feels like he should have gotten a better deal and will welch on the 1 million deal.
If I automatically give the customer a full refund they will want more, and will whine and moan non-stop for months on end to all their friends and FB buddies.
If I don't, it's the same.
If I haggle and make the customer move their lazy conniving butt and bring back the uneaten cake that they complained about,(but didn't bring with them--which they should have done if the complaint was genuine) then they will get their refund, BUT can't eat their cake that in all likelyhood would have been eaten that night.
Thus, customer can't whine and moan to their buddies, because I called thier bluff.
Makes them really think next time they want to pull that stunt at another bakery or store.
Hope this helps.
Work on your customer service stuff if you want to run your own business or manage one...........