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Even if it's pennies, if the guy got screwed and can't get a response, he ought to charge back. I mean I doubt I would, out of laziness, but if it were a simpler/faster process I'd charge back just out of principle. If this is a rarity for your company, then it won't matter, but the idea is sound - if a company had regularly dissatisfied customers, with whom it couldn't resolve matters amicably, then the CC companies would shut them down.
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