The key to handling feature requests and minimizing customer confusion is to be honest and transparent, providing detailed explanations of what happened and offering proactive suggestions for moving forward. Support teams must tread lightly when dealing with users who are wrong, showing empathy and understanding while still taking responsibility for the issue at hand. It's also essential to diagnose the current status and provide actionable steps to prevent similar problems in the future. By doing so, support teams can shift attention away from blame-shifting and focus on finding solutions that meet customer needs.