I had a lady scam me by coming in (on the phone the ENTIRE TIME). She sets down this old empty drink and says “remake for me, another store messed up”.

I check the sticker and it’s from the day before, and I need to ask her questions but she walks off on her phone. I left it at the handoff plane until she was ready and hung up :) then I told her since this was clearly left in a hot room over the last day that I am not compelled to remake this since it doesn’t seem like anyone did anything wrong. She explained that this was made this way and continued to lie.

be firm, file a digital incident report on the iPad for scamming. Note the time and appearance of the customer and next time they come in you could give them SM or DM info and explain that we have a lot of people scamming you right now so you’ll need to verify their story with higher up. Explain to SM and DM to make sure they will back you

In my experience, it really depends on your management because some will just honor it to keep the peace, some will honor it once and say like, “this is a one time courtesy” and try to remember that face, and then some will put their foot down and make the person pay. I would definitely defer to them, unless you are management, and then my advice from what I’ve seen is that the company has the loss built into the budget, so they’re obviously not suffering lol if you feel strongly about it, I’d use the one-time courtesy line so they know they can’t make it a habit

Sorry this doesn't answer your question but you just made me realize I got scammed a couple days ago💀This lady linda came in for her venti iced chai remake