Taking Nothing From The Experience

(A customer calls with a very simple request, but because her tablet is out of warranty, so I have to charge her for service.)

Me: “Ma’am, the credit card servers have gone down, so I’m still happy to assist you, no charge. Go ahead and click the button on the side of your device and your problem should be solved.”

Caller: *after clicking the button* “It’s fixed! That was easy. Would you be able to reverse the charge?”

Me: “I was unable to complete the transaction, so there will be no charge.”

Caller: “That’s great, honey, but could you reverse the charges?”

Me: “Ma’am, I never charged you. Your credit card will not be charged.”

Caller: “Sweetheart, I don’t think you understand: I’m not asking you if you charged me, I’m asking you to please reverse the charges.”

Me: “So you want me to give you back the money that I didn’t take from you?”

Caller: “Yes!”

Me: “Sure thing! Have a great day!”

Caller: “Thanks, darling! You too!”