I don't believe that SR Support would give a 100% refund unless they felt there was justification for doing so, or unless they didn't have all the facts. Why was the buyer asking for a refund? I mean, was he asking for a refund due to some supposed flaw in your product, or was he asking for a refund due to not receiving it? If he was asking for a refund because he didn't receive the product, then, yeah, I'd be confused about the refund and might try contacting SR Support to ask them about it again. If he was asking for a refund because he received it but didn't find it acceptable, then that's another issue completely.