Company settings gives you four boxes to write your own rules for refunds, bookings, orders and escalations. Escalation rules were being followed. Refund and order rules were not: if you wrote “always ask for the serial number before logging a refund”, your receptionist did not ask for it, and there was nothing you could do about that from your side.
It asks now. Your own requirement comes after the details SIMCOAI needs to find the record — so asking for your serial number never gets in the way of taking the order number first, which is what makes the request findable at all.
It asks once. If the caller has not got it to hand, the call carries on and the request is still logged with everything else they gave you. Being asked over and over for something you cannot produce is a worse experience than not being asked, and it would cost you the job.
If you have not written a rule of that kind, nothing about your calls changes.