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In which I apparently don't understand, and I get yelled at
So yesterday I was at the service desk, minding my own business (Read- chatting with a co-worker and sipping my mint mocha frappachino mmmm) when this little old lady comes hobbiling up. Seeing no return in her hand I waved her over to me, as I have quickly found out that doing returns is terribly boring, so anything different offers a pleasent break. She hobbles up to me and presents me with a receipt, which has a return slip which is dated 5/15 stapled to it. In her other hand she has her bank statement. She was foreign, so it was a little hard to understand her heavy accent at times, but what I figured out is that we had sent a return to her card on 5/15, it was not showing on her latest bank statement, she wanted store credit instead.
ME: I'm sorry M'am but I can't give you store credit, we've already sent the return. Have you called your bank?
Old Crotchity Lady: No, your girl sent it wrong, I want my money.
ME: I'm sorry m'am but this receipt here shows we did our part. We send the return right away, but it's up to your bank to decide how quickly it gets processed, I suggest you call them and see what they see.
OCL: No,YOU DON'T UNDERSTAND I want store credit, I DIDN'T GET MY MONEY!!! It's not on my statement SO I WANT STORE CREDIT (yes, she did alternate. It was weird o.o)!
ME: M'am we have submitted the money to your card... you need to call your bank...
Lather, Rinse, Repeat, until-
OCL: Why can't you call them for me, it's your mistake so you should fix it.
ME: Because m'am, I am not authorized on the account, they are not going to talk to me about your account or your card. You need to call if you are worried about the return we processed, we have done our part.
OCL: So your not going to call?
ME: No.
OCL: Where is the manager's office?
ME: *As I spoke, out of habit I looked towards the back, as that is the employee's only area and that is where we have our Manager office* I would be happy to call one up for you
OCL: *follows my gaze* Oh, in the back. No I'll just go.
ME: M'am, you can't go back there, it's in an employee only portion of the store, I would be more than happy to call one up for you... * motions to the phone right next to me to show her I wouldn't get a chance to say anything to them that she wouldn't hear*
OCL: *waves her hand dismissivly as she walks away* No I'll just go talk to him....
ME: Okay.... (under my breath- I hope you get your ass kicked out of the back...)
In which a customer admits she doesn't understand, I get yelled at anyway.
So this lady comes up to return something, very simple, basic return, she has her receipt and everything. It comes to $10.81, and she paid with a CC. Store policy is you get the return back the way it was paid for, so as to discourage someone who might return something of someone else's to get cash or store credit. This lady is extremly pleasent and friendly, even joking around with me until I get to the end stage-
ME: Alright, well that's $10.81 and we're going to go ahead and send that right back to your card.
Psycho Lady: WHAT!?! No no NO. I want store credit, I have shoping to do.
ME: I'm sorry m'am, it was paid for with a credit ca-
PL- NO!! IT WAS PAID FOR WITH A DEBIT CARD.
ME: O.O' Okay, well it looks like it was run through as credit.
PL: NO!! I don't understand, I ALWAYS pay with my debit.
ME: *points to where it plainly says "Visa #xxxx"* It says you paid with a Visa.
PL: NO!! I don't understand, why would you do that! I pay with my debit. It's my checking account!?
ME: Did you enter a PIN?
PL: I never do!! I always pay Debit!!!
ME: The only way to run it through as a debit is enter your pin. Because you didn't, you ran it through as credit, and so I need to send it back to your account.
PL: NO!!! I want my money, I don't care how I get it! I don't want cash, store credit is fine... I have shopping!!!
This went on for a good 5 minutes before I called a CSM over to void the transaction. We then spent another 10 minutes explaining why you have the option to run a debit as both, how some banks charge fee's if you run it as a debit and how you have to enter a pin for it to be considered a debit charge. We then explain that she would have gotten her money either way, we weren't going to send it to the black abyss where credit charges go to die.
PL: Ooooh, so you were just going to send it back to my bank account? Oh... that would have been fine! * walks away as cheerful as she first was*
So yesterday I was at the service desk, minding my own business (Read- chatting with a co-worker and sipping my mint mocha frappachino mmmm) when this little old lady comes hobbiling up. Seeing no return in her hand I waved her over to me, as I have quickly found out that doing returns is terribly boring, so anything different offers a pleasent break. She hobbles up to me and presents me with a receipt, which has a return slip which is dated 5/15 stapled to it. In her other hand she has her bank statement. She was foreign, so it was a little hard to understand her heavy accent at times, but what I figured out is that we had sent a return to her card on 5/15, it was not showing on her latest bank statement, she wanted store credit instead.
ME: I'm sorry M'am but I can't give you store credit, we've already sent the return. Have you called your bank?
Old Crotchity Lady: No, your girl sent it wrong, I want my money.
ME: I'm sorry m'am but this receipt here shows we did our part. We send the return right away, but it's up to your bank to decide how quickly it gets processed, I suggest you call them and see what they see.
OCL: No,YOU DON'T UNDERSTAND I want store credit, I DIDN'T GET MY MONEY!!! It's not on my statement SO I WANT STORE CREDIT (yes, she did alternate. It was weird o.o)!
ME: M'am we have submitted the money to your card... you need to call your bank...
Lather, Rinse, Repeat, until-
OCL: Why can't you call them for me, it's your mistake so you should fix it.
ME: Because m'am, I am not authorized on the account, they are not going to talk to me about your account or your card. You need to call if you are worried about the return we processed, we have done our part.
OCL: So your not going to call?
ME: No.
OCL: Where is the manager's office?
ME: *As I spoke, out of habit I looked towards the back, as that is the employee's only area and that is where we have our Manager office* I would be happy to call one up for you
OCL: *follows my gaze* Oh, in the back. No I'll just go.
ME: M'am, you can't go back there, it's in an employee only portion of the store, I would be more than happy to call one up for you... * motions to the phone right next to me to show her I wouldn't get a chance to say anything to them that she wouldn't hear*
OCL: *waves her hand dismissivly as she walks away* No I'll just go talk to him....
ME: Okay.... (under my breath- I hope you get your ass kicked out of the back...)
In which a customer admits she doesn't understand, I get yelled at anyway.
So this lady comes up to return something, very simple, basic return, she has her receipt and everything. It comes to $10.81, and she paid with a CC. Store policy is you get the return back the way it was paid for, so as to discourage someone who might return something of someone else's to get cash or store credit. This lady is extremly pleasent and friendly, even joking around with me until I get to the end stage-
ME: Alright, well that's $10.81 and we're going to go ahead and send that right back to your card.
Psycho Lady: WHAT!?! No no NO. I want store credit, I have shoping to do.
ME: I'm sorry m'am, it was paid for with a credit ca-
PL- NO!! IT WAS PAID FOR WITH A DEBIT CARD.
ME: O.O' Okay, well it looks like it was run through as credit.
PL: NO!! I don't understand, I ALWAYS pay with my debit.
ME: *points to where it plainly says "Visa #xxxx"* It says you paid with a Visa.
PL: NO!! I don't understand, why would you do that! I pay with my debit. It's my checking account!?
ME: Did you enter a PIN?
PL: I never do!! I always pay Debit!!!
ME: The only way to run it through as a debit is enter your pin. Because you didn't, you ran it through as credit, and so I need to send it back to your account.
PL: NO!!! I want my money, I don't care how I get it! I don't want cash, store credit is fine... I have shopping!!!
This went on for a good 5 minutes before I called a CSM over to void the transaction. We then spent another 10 minutes explaining why you have the option to run a debit as both, how some banks charge fee's if you run it as a debit and how you have to enter a pin for it to be considered a debit charge. We then explain that she would have gotten her money either way, we weren't going to send it to the black abyss where credit charges go to die.
PL: Ooooh, so you were just going to send it back to my bank account? Oh... that would have been fine! * walks away as cheerful as she first was*
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