Even in the best, most efficient small businesses, there is a chance that something can go wrong with a customer’s order or experience. When this happens, it’s best to immediately try to make it right. There are a few ways to go about this. One way could be to suggest redoing the order. Another solution could be a partial or full refund. I’ve found that sometimes the best solution begins with asking the customer for their input. It could be asked like this. “We apologize that things didn’t go as planned. What could we do to make this right?” By asking this way, you are giving the customer a chance to get what they feel they deserve, while at the same time showing you care and value them. You aren’t giving them free reign to get anything, since you can always suggest a compromise from there. I’ve often found that good customers are usually reasonable. You may be thinking you need to give a full refund, but when they suggest their solution, it is just a partial refund, and everyone exits the experience satisfied.