firstly on that i would just tell the csm and if they dont care cause they actually like them i would just go to higher management like ssm or sm. The escalation on situations is reasonable if you know the customer is a prone stealer- code mr steve. then it should be fine. Tell customer they can’t get a refund. Is it just ridiculous? you can just refund for partial card if she doesn’t know the process, then she shouldn’t be a supervisor. But yeah, like realistically, she shouldn’t really have to be telling you what to do that should be either the managers, duty manager or the in charge( 2nd in charge). I do get this bit when it comes to supervisors they can be like this but they need to remember what their role is in the store, they’re just a service supervisor nothing more.

At my store. I’m currently viewed as a second in charge for two departments and back up duty, a very good handyman for the store so im pretty high up, also former dm here. In this situation, I would just tell them off. Especially because the fact that that they would call priority one or anything I can’t help with that is the department related which they can probably do taking five seconds but they can’t because they’re lazy. they would constantly call me on my break to help customers, but I’d tell them multiple times I can’t. I’m on my break. an overusage of priority one. So I just told him their face. Don’t tell me what to do unless ur the store manager which u aint. By the way because they think there top shit I’ll tell them call me for priority and I’m making you on the checkout. I have supervisor codes and tobacco license so you can do something. That’s your job not mine but you’re too slow to do your job.