I agree. Some customers are unreasonable, and are usually looking or something for nothing. Some businesses are run more like hobbies, and are under capitilized, and take people’s $$ before anything is delivered (large deposit or 100% pre payment). Basically they don’ t have the $$ for the “float”, to buy product and re-sell it so they use their customers $$ to finance their business. In some cases, they don’t believe in the product they are selling, so they get the customer to assume the risk by pre payment. No matter what happens they have no “skin in the game” ($$). They are just a middleman/broker. If, after a time, they have to return the customers money, they have lost nothing, other than their reputation, which in many cases was bad from the start. You are correct to always focus on all but the most unreasonable customer. They have money to spend, and if they don’t get what they want from one vendor, there are usually any of another they can spend their money with. Businesses live and die on their reputation.