[mothered]

@mothered i read and heard of similar issues where the rep had an issue requesting a refund.  The plan of action went to plan but the rep had trouble of requesting a refund.
Been thinking about the problem at hand. The first line reps and maybe second line reps have the power to request. I always hear them saying “request a refund.” Not so much issue it. I am thinking another dept looks at it and releases it? Food for thought.

It's not possible to say the steps used when assessing each and every claim - they're all taken on a case-by-case basis.