I've been coached by my supervisor

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Good morning from here in the Philippines. It's already 4:12am of 21st of July. I'm still in my work shift. It's been my last hour for this shift. I have no customer as of the moment. Earlier, I've been coached by my supervisor due to my two chat conversations that the Quality Assurance Specialist gave me scores of 75.71% and 77.21%. During the past days I've got 90%, 95%, 97%, except for those two conversations. We've checked it both conversations and honestly I've got some errors with these. Technically, I've processed a refund which is okay because that's okay to do so and it's valid. However the process that I did were wrong. I've processed a refund for the reason of failed delivery. However, the correct one should Carrier at Fault. Whatever the correct process the ending is still refund. That's good for the customers, however in my end, I still processed incorrectly in which the Quality Assurance Specialist find it wrong.