Without knowing details, it's hard to say, but my first thought is that support person x asked if the Custer received the purchase, not if a refund should be gi

Without knowing details, it's hard to say, but my first thought is that support person x asked if the Custer received the purchase, not if a refund should be given. Maybe the support team has training/instructions to always refund but maybe note that a user is potentially scamming. That way they can't strike twice. Or maybe they give different responses based on receipt. I wouldn't assume they are trying to waste your time or disrespect you, but if you're curious about standard practices ask your boss if they know the procedure.