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Oh come on. I mean I can see how you might say that the seller is justified in not caving on the 20%, but anyone who acts like that is an idiot. If someone spoke to me like that (to my face), they would be picking their teeth out of the back of their damn head. Just say, "look I understand that you made a mistake, but we cannot credit you the 20% restocking fee." Just act like you have some respect for other human beings - it really isn't that much to ask.
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