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Take the high road. Apologize and move on. This is not a normal customer transaction and should not be treated as such. And it's definitely not someone trying to get money back on a McDouble after eating it. This is someone who won a prize, claimed it, spent extra money in the store that they probably didn't have to, and told a final redemption would be in 2 weeks. 5 weeks from winning and winner still not able to claim prize because not of their own doing. Whether she paid for item or not is invalid. She was promised by said time, time was broken because of lack of attention to detail by staff and ownership. What the total costs to the store is not relevant. Winner does not need to be made to feel guilty by how much money you spent to fix a situation you are responsible for. Take the ill review lumps and try to learn from it.
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