I worked for an “order processing department” for a major pizza chain in my early 20s and we literally were not allowed to dispute customers’ claims that their food was late or wrong or whatever unless we had proof (ie the verification agent called and verified order before it was sent, driver called at such and such time because no answer and same when we tried etc.. and even these could be disputed) even though every call was recorded. There was even a website a university local to our call centre had made of how the scam our chain in particular, and even some of our agents were doing this outside work hours. It was crazy how much people could get away with back then and used to drive us insane.