[MikeMacMan]

People make decisions based on principle, and the information they have at the time. The shopper probably didn't anticipate that it would take 15 minutes to correct her purchase. She probably didn't have a good feel for what the price difference would be. She knew she was paying more than she should, so she said something. I don't think I would act any differently.

[lucasbmccoy]

"A lot of times people have trouble translating percentages into real numbers. She had also been wronged by being charged 5% more than she should have.

However if she had thought this decision out in the terms that we just have, I doubt she still gets that refund."

Hindsight is always 20 20. Still once you here someone say they have to get a manager involved you know it's going to take at least a few minutes.

[MikeMacMan]

Sure, but by that time she had already committed to getting her money back. People don't constantly re-evaluate their decisions as new information comes in. They're not machines.