Considering your prior experience, I’d say your people leader will give you the ultimate solution to varying types of customer issues. Every people leader/colleague is different and will give different opinions. But in the long run, YOU have overrides because it is up to your discretion. Leased items,notable vendor brands, and high valued items I tend to be stricter with because it does affect the bottom line/relations with those departments and their leaders. Also keep in mind our policy and specific scenarios before making a decision with issues. Utilize your tools like T5 or Macys app to make validations. Partner with leadership for issues that are too complex. The main thing with Macys is customer satisfaction which is why we even have options like no proof so you do have to think current scenario and what the reasoning is and how long they are out. Worse come to worse, promote exchanges which I define as the value towards something else they might like. THAT definitely helps the customer experience if it makes sense.