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How hard is a refund?
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Old 05-30-2020, 02:23 PM
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Join Date: Jul 2006
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Default How hard is a refund?

I know stores have suspended refunds, mine has an exception for products that are clearly not up to standards. We bought a tub of butter on 5/23, get it home (it's been in a cooler bag the whole time)...very rancid. I look closely at the sell-by date, the ink is smeared but I can read 5/20 O_o (honestly, I'm the only person there who gives a shit about rotation). This is good organic US butter, but when it goes off even under refrigeration it goes off.

We were in yesterday and decide to return it. Mom goes up to the service desk with the butter, warehouse manager accepts the return as it was obviously out of code when we bought it (he said something along the lines of "This is why I want Dreamstalker back, she would have caught this."). We didn't have the credit card we used, so we get a merch credit for what we buy then. Why they didn't put the $ on a gift card I don't know. So when we're done shopping we go to check out and the following ensues.

Mom: knows the fools I work for and relishes a chance to mess with them
T: Cashier, obviously one of our "peacock" manager types (walks around, looks pretty, doesn't know or do a lot) who has never run a register. He doesn't recognize me.

Mom has a chocolate bar in her hand as we walk up to the register, T takes it from her and scans it as she is telling him about the refund...guidelines state that cashiers cannot take items from customers, they must be placed on a counter and then picked up (no direct contact)
Mom: "I was in here last week and I bought a tub of butter that was way out of date. I just returned it to [warehouse manager], he said you would give me a credit for the amount."
T: "Pardon, what?"
This continues in various forms for about 2 minutes.
T: "So this chocolate is out of date and you want a refund?"
Mom: "No, I am getting a credit for a tub of butter that was out of date. Here is my receipt and [warehouse manager] circled the item I'm getting the refund for. Just give me a sale credit in that amount."
T: "So how much was the cost?"
Mom tells him. We can see he's confused with the register. I know how to issue a refund but keep my mouth shut and see where this ends up.
During the sale he double-scans a couple items, he's not bagging as he goes but letting crap pile up on the tiny counter made even tinier by the barriers they installed. We catch this, luckily the front end manager is there to fix things. When he goes to scan my employee ID that double scans, resulting in the discount being voided and the register locking up.

As the transaction closes out, he announces the total and then puts the refund through (after I inserted my card in the reader, so it locks up again).

I later see on the receipt that T had keyed in a line item called "TIP REFUND" that only the restaurants use (retail and restaurants use the same POS and all functions are available to everyone, the onus is on the user to know what they can and cannot do). T is going to have to explain that one to the cash office. Mom pointed out that she could have told him the full price and probably would have gotten it.
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