Got a call from a customer today reporting one of my units was malfunctioning, and ate her money. I'm mailing her a refund for the amount she stated, as well as a basic "Sorry" form letter. I'm rather surprised- this is the first time this particular machine has malfunctioned. It was product getting stuck above the auger though, so I'm not sure there's much I can do to prevent these sorts of issues in the future.
Does anyone have a set refund policy for your customers? Malfunctions and breakdowns happen to me so infrequently I've never really put together a set plan beyond "Apologize and refund money", which has worked alright for me so far. I'm curious if anyone has another way of doing this.