You shouldn't give customers the runaround regarding refunds.
Lynette is a call center representative for a cell phone provider.
Lynette wants to meet her job metrics.
Lynette works with a customer who initally wants a refund and fixes their device instead, leaving the customer satisfied.
Lynette tells her customer to call back and ask for tech support in order to get a 1000 dollar refund for their defective Iphone.
The customer writes the company about how helpful Lynette was and Lynette is given an award.
When the rep calls tech support and does not get the refund, the customer disconnects all of their lines and Lynette is wriiten up for misconduct.