So, this is the first time this has ever happened to me. Customer picked up cake today. I had to place it in the back of the suv, because it didn't fit on the floorboard. Which should have been no biggie, I deliver all my ckaes from the back of the suv. The customer called me an hour and a half later saying the fondant fell.  I asked for pics, and I attached what she sent me. I offered to meet her and help fix, and she said she lives quite far from me. She said it has happened to her before, but honestly,  I cant tell from the pic she sent me if the fondant melted in transport, it is 90 degrees here today, or if she took a turn too hard. Do I refund her? What do you all do when this happens? I recommended her putting it in the fridge, then sawing ofd the bottom layer and reboarding. How do yall handle this when it happens??

Was it thoroughly chilled for transport? And was the bottom tier level and dowelled? 

I can't tell if it's just the pic but it almost looks like there may have been a little teensy bit of a lean happening in the first photo?

It looks like  bad driving might have caused the collapse but it also appears that construction may have been PART of the issue. There is already a bit of a lean and a slight bulge at the bottom right side in the 1st photo. Personally, i would refund her $. If the 1st photo had shown a pristine cake with no issues then i would say transport trauma falls on the customer and would not offer a refund.