IF the manager did back the employee and refuse service, then the actions should be harsher. A manager speaks for the owner.
In practicality, the manager speaks for himself, I did, though I ran the operation as if it was my own which was in tune with the owner. However I did have managers who thought they were little gods of the kingdom when on their own, they didn’t last long because you can’t hide being an ass for long. The franchise owner will pay for the lack of judgment of whoever hired those employees.