Hmm... This is actually enlightening. Looking at it from your point of view, it makes sense. Customers must of the time have no ideas about policies, and it is up to the staff to tell them. It is just not right to assume the customer will know everything, or even all customers will be smart and think the same way.
The customer might be right in this scenario.
Thank you for sharing this with us.
@bruno-kema Thank you for reading my article!!!