It’s not that kindness got stomped out, but you have to choose when and how to use it. A scammer (since her trying to return it for money proves that’s all this was) gets an employee to pay then they tell all their friends that they too can make $50 by a sob story and a kind soul. Next thing you know you don’t have time for real customers because the scammers and flocking in. Unfortunately that is the reason why so many large companies have made this a fireable offense