Imagine you sold someone a new movie DVD in a factory-sealed package, and a day later they bring it in for a refund, saying the movie does not play, and they no longer want to see it. It works fine on the DVD players in your store. You suspect they just pirated the DVD and want their money back. How would you resolve their complaint? If the DVD had an obvious scratch on its playing surface, would it make any difference in how you resolve the complaint?