Last summer, Lisa Dias was poking around the Amazon.com Web site for books that could help her start a home business. The 45-year-old found a used workbook for would-be entrepreneurs that sounded promising and was described as "like new." The seller wasn't Amazon itself, but one of the merchants that market through its Web site. Still, Dias went ahead and dished out $24.95 for the paperback.rnWhen the book arrived at her New Jersey home, though, it wasn't anywhere close to new. The worksheets were already filled in with someone else's scrawlings. She felt burned but didn't do anything about it until November. She first tried the merchant and didn't get any response. Then Dias called Amazon. The company immediately gave her a refund, without her having to return the book. She's still a bit baffled that Amazon paid her money the company never received in the first place. "I felt like they stood up for me," says Dias.
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