What does guest relations want me to do with a case number?

[JustTapNotNow]

Not that I haven’t had interactions where guest say they’ve called guest relations and they told them that we’d be able to help them in store which isn’t the case like 90% of the time…. But nonetheless

I don’t have any access to online info so why would guest relations keep telling guests to give me their case number for reference's on their issues