Never put yourself in the position of saying "no" to a customer request. If it is something that you want to sell, then give him the price and let him decide. The enormous price should be high enough ...
30+ years ago the data center where I worked had a large customer who housed their own development staff with us. The by product of their service was time series biological data (non-human) over many years and distributed over an entire state.
They'd get periodic requests to use their data for purposes other than what it was collected for and had neither the staff nor time nor $$ to process hundreds of magnetic tapes to extract the requested data. The std price for such requests was set to be high enough to discourage all comers.
I was in their manager's office when he received a phone call for one such request. After finishing the call he looked at me and said "D*mn, I'm gonna have to go to my board and get a bigger number." :-)
Back to the OP topic ... I've sent Lawson a handful of orders with no problems and always excellent communication. I suppose (almost) everyone slips up now and then.