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We have a 16-year-old working at the shop. She's so lovely and kind and very eager to learn so she recently started putting through refunds and exchanges, etc etc. Previously, another co-worker had a refund come through the till. Only thing is, the customer didn't have the receipt. Because of this, co-worker could only offer them the price of the garment as is, even though they claimed to have bought it for a higher price. It's their word against ours, you see, and we need proof. They understood, the process was completed, off the customer went. The 16-year-old was hovering nearby, so to get an idea of what to do. But somehow, some information got a bit... tangled, and when it came to her processing a refund later that day, everything went tits up.
A man and a woman came up. They were bringing back a jumper that they had previously paid £20 for, and had their receipt, but now the post-Christmas sales have started, so it had been reduced to £13. So she started off the transaction and then she said, "I can only give you back £13 though, because that's what the jumpers have been reduced to."
The female customer accepted this, which sent me flying over to assist, because she was agreeing to something here that was wrong. However, the male customer questioned my colleague, stating that they have the receipt right here on the desk, you have to refund us £20. He was stern, but not rude. My co-worker still thought she was right though. This isn't because she's big-headed, because she's actually very nice, she just got her information wrong and didn't realise she was wrong. The male customer then started getting a little belligerent and started accusing the co-worker of trying to pull a scam. I jumped in then and told him that she was definitely in the wrong, and that I can only apologise, but also that she just got a bit confused, and wasn't trying to scam them out of money. He accepted this, and I'm quite proud that I diffused a situation. I usually end up just making things worse.
By now, another co-worker had jumped in and also explained to her that without a receipt, we can only give back the current sale price, but if they've got the receipt, which they had, then we give back the amount that is on the receipt. She finally realised her mistake, and apologised profusely, customers went away happy.
So yeah. She wanted to learn about refunds, and I guess she learned the hard way.
A man and a woman came up. They were bringing back a jumper that they had previously paid £20 for, and had their receipt, but now the post-Christmas sales have started, so it had been reduced to £13. So she started off the transaction and then she said, "I can only give you back £13 though, because that's what the jumpers have been reduced to."
The female customer accepted this, which sent me flying over to assist, because she was agreeing to something here that was wrong. However, the male customer questioned my colleague, stating that they have the receipt right here on the desk, you have to refund us £20. He was stern, but not rude. My co-worker still thought she was right though. This isn't because she's big-headed, because she's actually very nice, she just got her information wrong and didn't realise she was wrong. The male customer then started getting a little belligerent and started accusing the co-worker of trying to pull a scam. I jumped in then and told him that she was definitely in the wrong, and that I can only apologise, but also that she just got a bit confused, and wasn't trying to scam them out of money. He accepted this, and I'm quite proud that I diffused a situation. I usually end up just making things worse.
By now, another co-worker had jumped in and also explained to her that without a receipt, we can only give back the current sale price, but if they've got the receipt, which they had, then we give back the amount that is on the receipt. She finally realised her mistake, and apologised profusely, customers went away happy.
So yeah. She wanted to learn about refunds, and I guess she learned the hard way.
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