I placed an order on Amazon last week and chose Amazon Prime overnight shipping, something I do pretty often. The package was late. Even on Saturday, when the package was nowhere near Texas, the Amazon order page still showed estimated delivery for Friday.
I emailed support asking for a refund of the $3.99 overnight charge since they failed to ship on time, and the answer I got back surprised me. They would refund it "this one time", but in the future I should know they don't do Saturday delivery. All the details I had provided in my email had been glossed over, and instead they had essentially called me an idiot.
The refund itself was irrelevant. It's just 4 bucks. But please don't blame the customer. Even if it's not your fault, but especially when it is!
(A second email with Amazon cleared up the matter and they apologized. I'm a happy customer again.)
I've blogged before about refunds in the context of customer support, and this Amazon situation just underscores that how you treat your customer is actually more important than the money. I would have been much less upset if they had refused to refund the shipping, but at least acknowledged that I was right about the order date and expected delivery.