Scenario 2 Questions (LVL5)

Would you give the customer a refund? Why or why not?

If the customer had a different reason for the refund which was clearly not true (for example, they asked for tea instead of coffee), would this change your answer?

After speaking to your manager, you are advised that the customer is likely lying and you are told not to give them a refund. What would be your approach to break this news to the customer?