u/Just-Illustrator-865

I've been getting a few iced chocolate latte orders, mostly the "Howdy partner" message. I triple checked that I needed to make this specific drink, and yet every time it's wrong!! I always have to give a refund, and I don't know why! As far as I'm aware, I'm making the drink correctly. I've been putting ice when they request, but only use cold ingredients when ice isn't mentioned. am I doing something wrong?