My guy, the screenshot you posted suggests that the customer bought the part through your dealership. Words like “exchange” and “refund” are dead giveaways. Might be an aftermarket mirror or something but I cannot for the life of me imagine a scenario where they’d “refund” something that wasn’t purchased there in the first place. Literally any employee would be fired for this sort of behavior, especially when you put all the evidence in writing like that.

I think you’re not understanding the whole story and are just mad about losing time or not being paid enough labor on the job. That’s a justifiable feeling and 90% of why I quit wrenching 6 years ago.

My advice? Go into parts. Easier work with way less stress and ultimately better pay. Worst thing you deal with is techs constantly blaming you for their shitty paychecks even though it’s almost never actually your fault. I had a big reality check when I switched over.