I'd just print a back up ticket instead of taking the cancelation hit. Maybe just be straight up with the person you're talking to and let them know that you understand the importance of pre-orders and how cancelations affect them. If they still insist on being a dick about it. Pre-order the game and cancel it when you get your code. Building customer relations is something I specifically try to do I'm not going to pretend your twisting my arm, but its all about the kind of person you're dealing with. Just remember if they wanna be a dick to you, you can turn around and dick with them just as hard, those surveys can damn any employee if they get specifically called out on something and a "tanked" review.