Djrussell, are you a casual? Or a manager?
EB don't lose a cent from returned games. 99% of the time, they shrink wrap it up again and stuff it away out the back to come out again after the person leaves. EB never buys games for $100. On a $100 game, they'll buy it for $55-$60. If it is damaged when it gets returned, they send it back to the warehouse in brisbane, run it through their cleaning machine, and ship it off to another store to sell as pre-owned. A pre-owned version of a $100 RRP game will still sell for $89 or thereabouts. It is a good policy, that people do take advantage of, however, during my time there as a manager - I was prone to seeing people coming again, and again, and again swapping the game on every 7th day. There is nothing EB can do to stop it. They advertise it as their policy, and I've discussed it with many a regional manager - the store can't deny it. You, as a sales assistant can sit there and try and convince them to be fair and reasonable, but from a legal point of view, you can't say no. As long as it's still the company policy, they can buy one game, and it will last them a year provided they time their returns right. Yes, it is stupid when people take advantage - but no way in the world do EB lose a cent through the policy. It gets them a LOT more sales, from being able to show a customer that they can be confident with their purchase, even if they dont like it, or finish it too quickly.
Smart business strategy.