One day I discussed with her when to give a refund. I told her we had a no questions asked 7 day refund policy. She asked what to do if the person wanted a refund on day 8? I told her to go ahead and give it anyway. There were a lot of situations like this that had to be spelled out. To the letter.
I think it's a fair question. The answer is not obvious: in fact, if it were my business I probably wouldn't give the refund in that case.
She seems good. In my experience, most people doing customer service wouldn't bother to ask and would just follow the procedure. If she asked that before someone actually asked her for a refund on day 8, then she's a keeper. The poster's expectations seem a bit too high.