[awinder]

Don't forget the historical context here too: physical stores don't have costs in return shipping for unhappy customers, and this was as much a move to ease customer concerns about online shopping earlier on. Amazon isn't paying register employees and gets a lot of expense saving out of that, in return they probably were going to have to expect a greater rate of return. He also had a return rate of 10%, so maybe labeling the guy as a total problem customer is a bit much.

I don't understand why Amazon wouldn't trend towards a restocking fee if they were really concerned about this type of customer. And it seems like they generate way more bad will (and likelihood of lawsuits and regulations) for stuff like not refunding gift card balances. But it's their biz so, whatever.