Unfiltered Story #190338

A customer calls in to return a recent purchase

Me: Thank you for calling [D…].How can I help you?
Caller: I want to return the software that one of your sales reps sold me.
Me: Let me help you out. May I have your order code?
Caller: It is…
Me: For my documentation, may I know the reason why you need to return this purchase?
Caller: I clearly ask the sales agent to send me a physical copy, because I have no way to log in into my email account and access the link to download the software since I have no internet access where I live.
Me: Sure (Here I explain how the refund works and complete the process)
Me: I have completed the process, your reference number is… Is there anything else I can help you with
Caller: Yes, I want to get an email confirmation about this refund right away.

Me: wait… Didn´t she say she did not have access to internet?