Refunds suck. Plainly put, they hurt your cash flow and can potentially cause a major bout of self doubt. No small business wants to believe that the products or services they sell are ever less than stellar. So when you get the dreaded e-mail or phone call asking for a refund, you very well may find yourself questioning everything single thing you do. But, when a customer requests a refund or exchange -- it can be a good thing. There are several ways to use these opportunities to your advantage. Unwritten Laws of Customer Service Generally, customers will request a refund if they...


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