The idea of the 2-hour return window for the new Steam Refunds policy had clear goals in mind. You buy a game, play through some of it to see if you think the game is worth playing through or if the game was even remotely functional. If you weren’t getting a good feel for the game or if it was just too frustrating to deal with (like having terrible controls, no clear gameplay to play with, and no fun in sight) you could just return it. Developers get punished for making and releasing a poorly developed game, which encourages better production value and having a clearer threshold of compitency that developers need to demonstrate before releasing their game. Players have less gripes about trying different games because they only have to commit to games that seem enjoyable, letting them take more risks in trying games that they normally wouldn’t with less worry about wasting their money.
Better customer service, better customer satisfaction.
Better developed games, better customer satisfaction.