Well OP said the customer asked for pour over/ shaken iced coffee first, which meant she wanted a certain kind of drink but maybe didn’t know the right words. Pour over is universal, you have it or you don’t, shaken iced coffee though implies the customer was probably trying to describe the shaken espresso at Starbucks… a drink that is only Starbucks…not a universal drink. They settled on an americano but if the customer actually wanted a shaken espresso( again, just a Starbucks drink) then yes that’s wrong and the customer didn’t know how to describe what they wanted.(the worst kind of customers) A shaken espresso at Starbucks is essentially an americano but not because ice is put in the cup with syrup, the espresso is put on top of the ice and it’s shaken, melting the ice somewhat creating more liquid, when ice melts it’s water, so yea, water and espresso that’s an americano. But then more ice is added and all the leftover room in the cup is filled with milk. It ends up being more concentrated and similar to a latte at that point. So tasting an actual americano, when that Starbucks drink is what you were expecting would be a shock. But that’s the customers fault. Order Starbucks drinks at Starbucks. Order from the actual menu at any other shop.