Woman came in to pick up a online order. The team member taking care of her, who was new, clicked on the cancel order instead of customer pickup.
Yes, we messed up. But at that point there is nothing we at the store can do. The customer has the option or reordering online or we can sell her the item and give her the discount she would receive online.
But of course that is all the money she has and has no other way to pay. Customer calls her grandmother who comes to the store. I figured that the grandmother was going to buy the item and the girl would pay her back.
About this time the girl receives a email from us saying that the order has been canceled and that the balance taken was zero dollars.
She want to know why she was refunded zero dollars. I try and explain how holds and releases of money work with banks but she doesn't seam to have the mental capability to understand.
In talking to the grandmother I admitted the mistake on our end and said I was sorry but there was nothing else I could do.
She said she didn't believe I was sorry, like I'm enjoying wasting my time as I'm trying to leave for the day, and that there was something I could do.
I asked her what that was. She said I could pay for the item out of my own pocket and when her granddaughter's bank released the hold on the money she would come back and pay me back.
It took everything I had not to laugh in her face and ask her what world she was from where she thought that was a viable solution to the problem.
Yes, we messed up. But at that point there is nothing we at the store can do. The customer has the option or reordering online or we can sell her the item and give her the discount she would receive online.
But of course that is all the money she has and has no other way to pay. Customer calls her grandmother who comes to the store. I figured that the grandmother was going to buy the item and the girl would pay her back.
About this time the girl receives a email from us saying that the order has been canceled and that the balance taken was zero dollars.
She want to know why she was refunded zero dollars. I try and explain how holds and releases of money work with banks but she doesn't seam to have the mental capability to understand.
In talking to the grandmother I admitted the mistake on our end and said I was sorry but there was nothing else I could do.
She said she didn't believe I was sorry, like I'm enjoying wasting my time as I'm trying to leave for the day, and that there was something I could do.
I asked her what that was. She said I could pay for the item out of my own pocket and when her granddaughter's bank released the hold on the money she would come back and pay me back.
It took everything I had not to laugh in her face and ask her what world she was from where she thought that was a viable solution to the problem.
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