Customer Refund - How to Handle?

If she wants a refund shouldn't she return the cookies so you can see the problem.    This way you can judge the cookies yourself.  Were they okay when you gave them to her?  Were they mailed?  Did she hold them for too long?  If she still served them, despite complaints I would be suspect.  Don't be afraid to question her.  Good luck and let us know what happens.

I don't sell cookies, but my profession is to sell in general. You will always come across customers who will never be content, no matter what you do...

She complains the cookies are dry. Well, of course they are! The are cookies decorated with icing, they need to be dry so as not to affect the icing! Especially shortbread is very dry as a standard, so this is no reason to complain. And I very much doubt that humidity would have had any impact on making them drier than usual

The cookies didn't match her expactations? Gosh, did she send you a list with them to start with? How are you to fulfil expactations you don't even know? That's also no reason to complain, tastes are different. What one person loves, the next despises.

Do you have reason to believe that something is wrong with your cookies? No? Than stick to them. Offer her 5% refund out of pure good will and tell her you are sorry that she didn't like them. And if she leaves a nasty comment, so be it. A nasty comment among lots of nice will only make your feedback sound more realistic and "real". If someone has 100% positive feedback, that's what makes me suspicious...

I wanted to remind you that royal icing dries out cookies.  If she sat on them for a well they could get very dry And possibly effect the flavor.  typically humidity will hurt the icing consistency.

Do you have a contract by any chance? I'd want more detail as to what was wrong with them. I'd also ask her to return them.....or did they eat them? Is she a regular customer or new?

I agree with everyone, the customer should definitely return the cookies so you can see for yourself and take it from there - I also agree it's possible she hasn't stored them as directed or kept them for too long. I would be really clear with her that if she doesn't (or can't) return them, there can't be a refund - if she threw them away then that's hard lines. Best of luck and I know it's really upsetting to have these things crop up, but as Laegwen says - some people are just never happy. Hope you can get it resolved. 

dam! it didn't alert me i had any replies to this after being super stressed out i gave in and offered her a half a refund and store credit but after reading this and realizing its not just me i went back and added that before i sent her a refund she would need to send me back any cookies. To answer your questions she did serve them at her party. Also they were shipped but 90% of my orders are shipped my cookies are known for staying fresh for an obscenely long time so its never been a problem before lol. I think my anxiety gets the best of me and i stress out to much about negative feedback. I can't thank you all enough for all your feedback, i feel 100 times better knowing im in the right to think taste isn't enough for a full refund if any of your girls like stationery pop me a message ill send you a little thank you from my second business lol

oh i forgot this one i didn't have a contract its just etsy

You seem to be too good for this world *lol* 50% refund and a store credit just because she personally didn't like them. If she is not happy with that, you should truly not give it another thought - she is beyond help

And thanks for your kind offer, but my advice comes free

Since she served them anyway I wouldn't have given her anything.  If they were really bad why did she serve them?  If she orders again tell her no refunds!

I use it to my discretion...if she served them at her party after all, NO REFUND. Accept the feedback and you're aloud to leave a response to any bad feedback. Some people can be so demanding and unreasonable. Hope you're feeling better.

agreeing with all comments   sorry for this late reply   I saw it and my heart went out to you   I wondered if there was a way I could lighten your burden    before I could ask how I could help you - other than commenting - things went kaboom here and this post  fell to the side 

after offering the half refund and a credit  I doubt she would have considered sending back the cookies          I don't need to know how much she paid but I bet her friends pressed that she paid too much and this was her "out"

okay  let me know if there is something I could do for you      I truly mean it that my heart went out to you     in reading it  I felt your pain and dismay   and your being put in a tight spot      god bless!