Hi, We're a small family business running an online retail website. I recently had a customer who called in to request a refund on shipping because they said that they received their order later than promised; that a Next Day Air UPS order (which is supposed to deliver by 10am) had been delivered at around 6PM the following business day. The person was apparently calling back a second time because whoever handled the initial call had, in ignorance, promised her that we would give her the refund as requested. They also forgot to actually issue the refund as promised at the time, which is why the customer was calling back - I admit fault here in hindsight. But I say the employee made the promise in ignorance, because they misread the order and the person was never entitled to the refund in the first place. The customer had not, in fact, used Next Day Air, but rather they used Next Day Air Saver, which may deliver at any time the following business day - which it did, and which is why it's cheaper. During my conversation with the customer, I felt it was an honest mistake by the initial person who handled the call and explained to the customer that we clearly noted on our policies (which they agreed to when placing the order) when they can expect delivery of their order given the different UPS services. I had during my conversation felt it was the right thing to do to not cave in to what seemed at the time to be unreasonable expectations/demands by the customer. I have little respect for spineless businesses/organizations and so felt I was taking a stand for something right. In hindsight, while I still feel I should have some backbone in conducting day-to-day business, I am sincerely wondering if that was in fact the right action to take. I am wondering about the merits of the argument that a promise is a promise, even when made in ignorance, and when the other party should have known better. What would you have done and why?