Wow, that is pretty surprising. First thing in support is, YOU are the face of the company as far as the person you are in contact with, can see. Second thing

Wow, that is pretty surprising. First thing in support is, YOU are the face of the company as far as the person you are in contact with, can see. Second thing is, if you don't know, don't guess; tell them you will check into X and get back to them about it. Third, empathize with the person - wouldn't you be worried over the disposition of $10K if you took it out of your bank account and then had problems getting what you ordered?