Got 1 promoter, 1 passive and 1 detractor for Friday shift

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Good morning. It's 5:13am here of Saturday in the Philippines. I don't know if I can consider as good for this work performance. I started my Friday night work shift as a customer service representative of an online shopping site for fashion dress and shoes with 1 promoter. I was very happy with that. However, after about 4 hours, I got a passive score in which the customer provided only a score of 7 out of 10. I've checked that immediately and I found out that's the customer I've assisted last week in which he's asking for the student discount code because he accidentally deleted his email about student discount. He even said thank you and promised to give me a perfect score. Maybe he forgot last week to provide survey in customer satisfaction, he only did the survey right now and forgot the promised perfect score. Then, after 2 hours I received a detractor from a customer who happened not receiving a refund for missing items. I explained to him that there's a request for a refund by my colleagues but handled by the Specialist Team first because of some confusion of the refund request. Imagine, out of 33 items you've ordered, you've reported 26 items missing. So, I explained why there's a need to investigate first before refunding the 26 items. I said it might be another package/s to wait which includes the 26 items. But still didn't believe. The Specialist Team is checking if there's fraud? The good thing for my Friday shift, I've assisted 31 customers. Good morning / good afternoon / good evening / good night