I’m curious. Was she your friend before your business existed? Or did she just come out of nowhere, befriend you, and then start setting up shop in your space during your busy season?

Shitty people can smell a mark a mile off. If she wants to shell her tchotchkes to tourists, she can rent a store front, just like you do. Being a kind person is expensive in a world that has plenty of shitty people who like to take advantage. You have to learn when to be kind, and when to be an asshole. This situation calls for being an asshole.

You’re responsible for getting the product to them. You are the customer of the shipper, not them.

If I ordered something from a company and it didn’t arrive, I wouldn’t accept your BS disclaimer, and likely file a chargeback if you refused to make it right. Goes without saying that if I was a loyal customer, you would never see me again after that experience.