This customer comes in with a DVD. It is a season set of a TV show. He claims the DVD case is cracked, which it is. He wants his money back, cash in this case. I politely explain our "No refunds on opened CDs/DVDs" policy and tell him that he can get another copy of the DVD set for exchange.
This earns me a tirade of abuse. "That's not what I told you I wanted. This one is broken. I don't want another one. I've had problems with other discs. I've got ten minutes to get to work. I want a manager. I want my money back."
In the middle of all this, I realize that he's watched all the episodes and probably cracked the case himself to bring the thing back. And I realize that he's not going away. Finally, I tell him that there's no way he's getting cash back, and that he's going to have to take it on a shop card. He shuts up and takes it. Which is more or less cash, although at least he'll buy something else in the store. Although that's such a dirty trick to pull - buy a season of TV on DVD, watch it all, then return it and scream at someone untill they finally give up. What a tool!