A customer ordered a few items and ordered a croissant. She confirmed the order and paid. Watched me pick up a croissant, bag it and handed it over to her. She went away happy.

She came back a few minutes later to complain that "someone" missold her a croissant instead of a Pain au Chocolat (not that she used that name). She didn't say it was me - I literally served her 5 minutes ago - and she spoke to me like it was someone else. Classic distancing technique. I play along and ask if she knew who it was or could describe the person. "It was you". Then simply say that then, right?

She claims she said "Chocolate Croissant" as she cannot say or spell Pain au Chocolat, being written in French, but manages Croissant when prefixed with the word Chocolate interestingly enough. She definitely not said Chocolate and she pointed at the croissants, and was happy watching what would be the "wrong item" bagged up and handed to her... it isn't even Almond vs Butter, the Pain au Chocolats are a very different shape and colour.

I resolved the confusion by wasting the returned croissant and giving the customer a Pain au Chocolat, with a customer service apology for "the mix up".

It is just another common case of customer changing their mind post-ordering or not listening when we are confirming orders. If people respected us trying to get their order correct and not believing they can just be super-aggressive unnecessarily to fix their error, we can resolve any misunderstanding before a return needs to happen, or resolve it more amicably. I think most baristas want an easier life, not minding too much if a customer ordered the wrong thing, we just want you to be happy with the products we serve you! Just own the mistake gracefully and we will assist to turn that frown upside down!