I think she was pushing wrong button on tailgate, I did something similar when I first got CX-5 Grand Touring.
2 buttons back there and next to each other: 1 is the request button (to lock and unlock), 1 button is tailgate release (to open hatch). I have seen Mazda service advisor get confused, (not that they are that competent).
She was definitely using the lift gate release. She doesn't bother with the request button since it only locks and can't unlock the doors.