I love this – “…customers have also come to appreciate companies that would rather “release” a customer who isn’t satisfied with their purchase rather than “trap” a customer who feels swindled and leave them stuck with their bad decision.”

This attitude showcases a software vendor’s commitment to their product/services on all fronts. I will often say to a customer that “This software vendor stands behind their product with their refund policy.” The point made here is that in the event that the usage of the offering is not satisfactory, the software vendor would like the interaction with their brand to be a positive one – even in the case of a refund.

Great points and I look forward to reading more!