The bias runs even deeper. I directly know someone who worked in this role pre-pandemic. Barring any QA review of the actioned response, associates assigned to these roles are given a wide berth of discretion to action these disputes based on factors that have little to do with the evidence presented by host or guest.

For example, an associate can side with a host simply because the guest uses ALL CAPS in their dialogue. Extrapolate this to any and every other personal bias.