What is the most important thing for success as a play support agent?

1 - A player contacted you with the following issue: "Hi! I was playing last night and I sold my Dragon Armor Set, but I just realized it might help me with a new build for the upcoming raid. I really need the sword and gloves for the extra attack speed bonus. The other items are not so important actually. Can you give it back to me, please?” After checking this player’s account, you see that they have not asked for a restoration previously. 2 - A player reports the loss of a premium item through a scam trade and would like to get it restored alongside the player being banned. "Hello! Sooo... My +18 SSS Axe with Water effect just got scammed. Someone came online pretending to be my friend, using the same name but spelled with a capital I instead of an L :( They said that they could upgrade it for me, so I traded it to em. As soon as I did, they laughed in chat and then logged off. I have already found em, because I created a shop on another account asking to buy that exact same weapon, and some alt account whispered me a link of MY axe. I've attached screenshots proving this all too. I don’t want to pay for my axe, and I think that player should get banned based on the info I just gave you." This player has already used their restoration on June 17, 2018 for Demon Plate Armor. 3 - A player reports the inability to login to their account. "WTF, I can't login. I've been sitting here trying for hours and I can't play the new expansion!!!!!!!! WTFFFF Fix it, now!" During your investigation on the player’s account, you discover a chargeback on a recent order.