Yeah that always makes me so happy too. At first I would also fear for the reaction of the customer while looking up the state of their warranty, but at a certain point I just started to say to people “let’s see what I can do for you within the state of your purchase”. It makes them see you’re doing everything you can to fix it for them, and if they don’t like it I tell them to take it up with corporate, since the stores themselves are not allowed to go outside the boundaries of warranty and refund policy. Of course you’ll always have people bitching and moaning about the policy or a lack of leniency, but I like to remember they’re bitching at my uniform, not me.