The ease of returns was a huge factor in the early success of Walmart, as well. I worked there in high school and college (99-02 timeframe) and they harped on how much the customer was right for returns, unless it was just blatant fraud. if there was a chance the customer was not trying anything you just give them their money back

I worked there in the early 90s. The number of times an old, well-worn NES came in as a return, and management authorized it, boggled my mind.