I believe in facts, simple facts, presented without opinion and without conclusion, as simply and objectively as possible. Present them in a way that lets them figure out the problem for themselves. If the DNA result indicates zero matching DNA, don't say that the persons don't match, just say that this test did not find any matching DNA. Period. If they want a suggestion, all I would add is that if they are certain there should be matching DNA, then they may want another test. That way, they will find the corroboration they need, and recognize for themselves the truth. If they insist on your opinion, all I would add is that I have never heard of a close matching relationship without matching DNA. And while it's not impossible the company made a significant mistake, I've never seen one happen so far.
Opinions and advice rarely work if they conflict with a person's made-up mind and opinion. It just starts arguments, which may even harden their opinion. Show the horse the water, and let it decide what it wants. Ensure they have all the facts clearly, and leave them to figure it out.