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i agree with The_Dude, its a business tactic. If you treat a customer badly and they never come back, you miss out on the business they give you in the future. You have to look at opportunity cost, if somebody wants a refund for a product that costs $50, and you figure they will spend more than that at your store in the future, then obviously you will do it for them, seeing as how it will be financially beneficial for you.
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