I am sorry to hear that, but you are lucky that she only claimed for $20 instead of $50 or $100. Well, at least you learn a lesson from it. Next time, you might want to call your supervisor to be a witness, and then take down the customer's phone number intead of doing whatever s/he asked for. The end of the day, your supervisor and you will count the money together (this is very important). If you are really over that much, then call the customer and say sorry to him/her together with a $5 (or less) gift certificate.... You know, customer satisfaction ma... If you are balanced, still contact the customer and tell him/her if further question, please contact your supervisor....