Check the return policy!

I was working a short shift with Neko Saturday night and it's going pretty well. I'm getting a lot of subs and reserves while Neko was fixing the walls. One lady comes up to me holding a brand new (though opened) Madden 11 for the Wii. She goes off into this complicated story as to why she wants to return it (it doesn't matter why you want to return it, we don't care). I politely explain to her that since the game has been opened, we can't sell it to someone else as new therefore we can't allow a return. I then flip over her receipt and point to the return policy on the back. Again she says she wants to return it. Apparently I've been speaking Chinese without noticing!

So I go over to Neko and explain the situation so she can decide what to do. She tells me to let her return it and give her store credit. Now this is more than fair. We are going to have to sell it as 10% off and we're breaking store policy to do you a favor. We both clearly stated it would be for store credit only. I start doing the return and the lady keeps thanking us to the point of annoyance. Finally I tell she'd be getting back $52.49. She says that's fine andthankyousomuch!!!

Right after the transaction is finalized and I go to hand her the gift card, she looks at it and says, "I wanted to get cash back".

ARE YOU FOREAL??? I resist the urge to roll my eyes and state we can only do store credit and we're not even supposed to let her return it period. Again, "I want cash." I finally lose my cool a bit and I just state, "We cannot do cash."

She snatches the receipt and the game out of my hand and says, "Well I'm just going to call someone else" and promptly marches out of the store. I then have the pleasure of post voiding the transaction which hurts my percentages.

I don't understand, was she a total idiot? Or was she trying to play us? Honestly it could be either.