I expect employees to know the correct answers and give them to me. When an employee says something that contradicts other policy pages I'm expecting that to be a change to company policy to me - they represent the company.
If the company doesn't agree to that, then they need to show the employee was trained on company policy and was disciplined (on first offense maybe just a warning, but this needs to be a clear step on the path to firing the employee) for failing to follow it. Even then they should stand by their employee if the thing said was reasonable (refund you $million may be unreasonable, but refund purchase price is reasonable)
If the company doesn't agree to that, then they need to show the employee was trained on company policy and was disciplined (on first offense maybe just a warning, but this needs to be a clear step on the path to firing the employee) for failing to follow it. Even then they should stand by their employee if the thing said was reasonable (refund you $million may be unreasonable, but refund purchase price is reasonable)