Pennee, policy queen! Thank you. Yes I don't refund custom work generally. This was a one of a kind piece that was ready made. I thought "oh boy, easy transaction." because it wasn't made to order and I could just send out right away. Turned out not to be the right fit (it fit, but just not right for my customer) so the exchange initiated, but then a month gone by with no decision and different ideas that were possibly custom pieces that would take even more time to discuss and create. I was very generous with my time and sent pictures, a sketchup for comparison...I know its a challenge shopping online.
I really think it was a matter of me putting my "foot down" so to speak. Because seems like we have a resolution (knocking on wood table). I love my customers, I genuinely want people to walk away from my shop with their "soul mate" in jewelry form, but there's only so much I can do as a "match maker" and only so much time I can spend with one person if we are going in circles. Just something I need to realize about my own management approach. I seriously appreciate feedback from you guys, otherwise I'd be wading in the water trying to figure out how to swim the riptide! Lol.