>> What surprised me was how nicely worded it was. It suggested she may have forgotten,
>> not uncommon etc.
That sounds like sound business sense. Especially on a first occasion - assume that it's an oversight, that the customer is loyal to your brand and you can use the event to build your customer relationship.
I especially like the idea of no surcharge if you go to the store. I bet most customers are very apologetic, and it gives chance for both sides to recognise each other as humans.
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