Unfortunately, the real problem here is that Google is a company that tries to be nice and pleasant to their users, but has to deal with unreasonable customers on a massive scale. In fact, not just unreasonable customers, but many who are actively attempting to systematically defraud them and their other customers.

So I think we can all agree that this was a pretty bad example. What are the best ways that others have found to handle things in similar situations without causing these kinds of scenarios?