Being a dispute agent, I deal with all sorts of confusing situations where customers end up confusing me too. I recently had a lady disputing a charge , one moment she said she didn’t know how it happened, and the next, she claimed she never got her merchandise. I was like, “Ma’am, did you make the purchase or not?” Sometimes it takes 10 minutes just to understand what’s going on because people keep repeating themselves instead of getting to the point.
Have you ever dealt with someone like this?

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Oh absolutely. I once had someone explain the same issue five different ways—and each version made *less* sense than the last. By the end, I wasn’t sure if they wanted a refund or just therapy.

Exactly. At one point, it seems to sound like nothing is making sense to you as well about what you are saying to them.

I've had some classic episodes of that happening. I've talked to people who can't seem to describe anything or explain what happened. And when I try to pry the story out of them it's a nightmare as they don't use any proper names, so it's all he said, she said, the other guy, the first did this, and so on. I feel like I accomplished something if I can just make sense of their complaint, solving the problem is a whole other challenge.

You are on point. For those customers, if things start to make sense for you after 10 mins it seems like an accomplishment.

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