I run a small business selling charms for childrens shoes. I have had a customer tonight complaining that a charm has broken after being on the shoe a couple of hours. I asked for pictures so I could decide how to help, as they can often be easily fixed, but as yet, I have not received anything, she is just asking for a refund. My question is AIBU to not refund without seeing photos of damage? I would't expect to go into a high street/online store and expect a refund for an item that is faulty without showing the proof. I feel that sometimes, as a small business owner, you are expected to give into customer demands far too easily.