Exactly- we do the same thing when people ask for refunds of our iPhone app. It's only $1.99 so if they go to the trouble of providing their PayPal, we send the

Exactly- we do the same thing when people ask for refunds of our iPhone app. It's only $1.99 so if they go to the trouble of providing their PayPal, we send them back $5. Half the time they return it and take another look at the application. In general, most people have such terrible experiences with customer service that they go in expecting a negative experience, placing them on the offensive. If you're responsive, helpful, and personable then they'll flip right around and tell their all friends about how awesome you are.