mechmouse: Refunds came about due to being sued and not wanting to ensure quality control.
Pheace: Which courtcase was that? The ACCC required no such thing.
It required they follow the Laws of the country, and the "NO REFUNDS EVER" policy was a direct contravention of such.
The ACCC success would have had other lawsuits (which may have already been happening) from the many other countries with decent customer protections.
Now I know it was possible to get refunds before this case, but there was an onus on the customer to know their rights and press past the unenforceable clause of the SSA.
Removal of that clause would mean having processes in place to handle Refunds. At that time Steam support took over 2 weeks to process a case, adding refunds to that would have been even more damaging.
Simplest solution is an automated process, it also had the advantage of being able to further distance itself from the wash of low grade products swamping their store.
Refunds was not some altruistic act or an attempt to increase customer satisfaction, it was a reaction to a threat.