I'm a complete junkie when it comes to Ecommerce. The UPS guy knows my dogs by name. The Web makes it possible to browse & buy with minimal fuss & minimal human contact.  It's also created a new subculture of unruly idiots who expect the world to fix their fukups. 

One of my clients sells high end mobile audio gear. They get half a dozen returns a day from these mental midgets. They demand refunds for 10 year old gear; for stuff thats been burned, smashed in wrecks; and installed with sledgehammers. The buyers can't be bothered reading instructions, warranties, or terms of sale. They use the gear for months then send it back as defective and demand a refund. The more expensive the product, the more of these complaints you get to field.

While it's true these imbeciles have been around forever, but the Web now enables them to slander businesses on forums, chat rooms, legitimate consumer sites, even 800 lines. There's a huge tendency for other peckerheads to believe what they read on the web.  So the business has to try to deal with them.

This is just another form of blackmail. Just like the professional litigants who chase ambulances and browbeat firms into settling suits. Too many leeches looking for a free lunch.