NOT how we should do business! (long!.. as always)

[ShadedWings]

So, I pissed off a would-be scammer today.

I'll tell it how it was revealed to me.

I come up to the front of the store, after helping someone in the book department, and a coworker of mine asks for me to handle a guy that's looking a bit pissed off, he has a return. Oh boy.

me:
SC: scammer/sucky customer
CW: coworker
MCW: music coworker

me: Hi, what's wrong, how can I help you?
SC: I JUST bought this (a music cd) and it won't play, I want a refund.
me: Well, hmm, I'm sorry about that, let me see... (I looked over the disk, it's brand new, brilliant condition except for a couple fingerprints, and looking over the receipt he had bought it as a new product, not even used, and had indeed bought it within the past half hour or so.) Well, since it is open already unfortunately I'm unable to issue a refund. What I can do for you is get you another copy to replace it, if you like.
SC: I special ordered this, you don't HAVE another copy.
CW: Yeah, we don't have any more...
me: Ugh, well that sucks... I'm really sorry but the only options I have would to either special order another copy for you, which can take some time, but we CAN replace it, or I could try and buy it from you as a used product, since it has been opened.
SC: I just want a refund.
me: Mmnh... ( ) Unfortunately I'm not able to do that. See, according to copyright laws, once a cd or dvd is opened, I cannot do a refund on it since it is an item that is easily and quickly copied. It's even stated on the back of your receipt here (points out where the receipt and company policy back me up on it).
SC: I got a refund LAST time. (is getting beligerant and mad)
me: (winces a little, trying to play sympathy on his part) I'm really sorry, but the only options I have would to either order another copy for you or try and do a buy-back, buy it from you as used product.
SC: I. Want. My money back. (very angry at this point, not giving in)
CW: (looking anxious, wanting to tell me something, but isn't saying it in front of him)
me: (going by the recent rule of Make the Customer Happy, I make a bit of a show about being indecisive and very very sympathetic) ... I'll tell you what. I'll break the rules a little for you.. I might get in trouble for it, but I'll go ahead and give you store credit on this. That way, you can get something else at a later time if you want, but that's the best I can offer... either order another copy or offer you store credit on it.
SC: No! I want my MONEY back! I got a refund last time!
me: (getting a bit angry now, as I'm TRYING to do my best to make him happy and he's being a bit of a jerk) I'm really SORRY sir, but that's the best I can do, I'm already going AGAINST company policy and putting myself on the line for you by offering you store credit! It's my final offer, either we can order another copy for you or I can give you store credit for it right now.
SC: FINE! Give me credit!
me: (starts processing the refund for store credit into the system, getting the refund info that I need, thus getting his name and phone number as well , the whole time he's muttering angrily at me)
SC: (muttermutter) This is NOT how you do business man, this is NOT how you DO BUSINESS! (repeat, mutter, repeat, and goes on his muttery way with a shiny new gift card and a receipt)
me:
CW: (pulls me aside with a look on her face like HOLY CRAP) I wanted to tell you before, or talk to MCW, but he wouldn't quit following RIGHT behind me! Here's what happened...

So, she gives me the rundown on what happened before I got up there. Apparently, the guy had special ordered the CD, and picked it up from the music section, and then went into another section of the store. When he got up to the register, the CD had scanned up at 1.99... which is VERY strange for a special order item.

As CW had known he was in to pick up a special order, she said "wait, that's not right" out loud and looked up the CD in the inventory system, with the barcode on the CD case itself, instead of the sticker. It's supposed to ring up at 15.99, not 1.99! Then she looked at the sticker, and it was labelled with something completely different to the CD itself. So, obviously, this guy was trying to tag-switch on us!

After she had said "wait, this isn't right" the guy had said "what, what's wrong?!" kinda nervously like he knew but was trying to play it off. She just merrily said "oh, nothing, it just rang up wrong at first, I fixed it, not to worry!" and charged him the proper price of 15.99 plus tax!

So, of course, not having gotten his way of purchasing his lovely new CD at 1.99, he came back minutes later with the cry of "it doesn't work!". Now, it's plausible that it didn't... some CDs do come out of manufacture with an error that won't play. However, trying to return something moments after you buy it, after trying to scam us for a lower price...? Sounds suspect. And then getting all up-in-arms about getting his money back instead of getting a sweet deal from me and getting store credit when he normally wouldn't get ANYTHING other than a "we'll call you when we have another copy"?

I checked with MCW too, and he said "Yeah, I remember calling him, and I remember handing him the CD too. It was supposed to be 15.99, and I'm pretty sure it had a special order sleeve on it too (which it didn't when he had brought it up to be rung out)... what happened?" So I told him and he smirked and shook his head and we both heaved a sigh and agreed that since we have his name and phone number if he tries it again, well, he'll not be happy.

CW told me she wouldn't have given him store credit... and in my head, I was wondering, if she wouldn't have done it and knew what to do, then why pass it off to me to handle? And besides, I replied, he can't really do anything with the store credit other than spend it here. We won't lose money on it and it's only what he deserves, trying to scam us anyway. Yeah I bent the rules somewhat, but without knowing he was a scammer, going out of my way to make him happy only served him right and pissed him off more. Ah well, I won't lose sleep over this one.

[Irving Patrick Freleigh]

me: Mmnh... ( ) Unfortunately I'm not able to do that. See, according to copyright laws, once a cd or dvd is opened, I cannot do a refund on it since it is an item that is easily and quickly copied. It's even stated on the back of your receipt here (points out where the receipt and company policy back me up on it).

I don't believe there's any law that says a store cannot take back an opened CD or DVD because of copyright.

It's just a policy stores have so customers can't get the CD or DVD for free by burning a copy and returning the original.

[prb]

I don't believe there's any law that says a store cannot take back an opened CD or DVD because of copyright.

It's just a policy stores have so customers can't get the CD or DVD for free by burning a copy and returning the original.

Yup, often retailers claim it's copyright law, but such law does not exist. Although it is law of contract that governs sales, and returns are not legally required...

[ArcticChicken]

Whether or not it's a law, it's often part of the contract distributors have to sign with the manufacturer in order to sell the things in the first place.

[malmalthekiller]

Whether or not it's a law, it's often part of the contract distributors have to sign with the manufacturer in order to sell the things in the first place.

This.

I was always told the same thing by my managers and the loss prevention of the store.

[ShadedWings]

Whether or not it's a law, it's often part of the contract distributors have to sign with the manufacturer in order to sell the things in the first place.

Yup yup. I just like how "copyright law" sounds. It sounds better than saying "well, we have a contract, y'know..?"

[CrazedClerkthe2nd]

I get this alll the time at the games store.

I don't care if...

1. It's only been an hour since you were in here.

2. Your kid thought the game really sucked

3. You are "In here all the time"

4. You accidentally got the wrong game (but didn't realize until you opened it? Hmm, ok)

The policy is NO REFUNDS. It's printed on the receipt in huge letters, yet so many people make an issue of it.

[dalesys]

Yup yup. I just like how "copyright law" sounds. It sounds better than saying "well, we have a contract, y'know..?"

Too bad we don't dare add: "Would you like a contract on you with that purchase?"

[Dips]

Another thing you can offer in these cases is contacting the manufacturer for a free replacement. We've done that as customers with DVDs that didn't play. The manufacturer sent us a new DVD and a mailer so we could send back the defective one for free.

It satisfies customers with a legit complaint but completely thwarts scammers. Win-win.

[Seshat]

Yup, often retailers claim it's copyright law, but such law does not exist. Although it is law of contract that governs sales, and returns are not legally required...

Returns of functional products that perform as advertised are not required.

However, in Australia, at least, if a product does not do what its advertisements/packaging claims, or if the product is nonfunctional (and it's not the customer's fault), the seller or manufacturer must provide a functional product, repair the product, or refund the money. The customer is required to provide proof of purchase & brokenness, however, which usually includes 'return the product'. ('usually' because some products are hard to return. How do you return a garage that leaks?)

That's Seshat's translation of the legalese. Do consult a lawyer.

But back to the key issue here: yeah, customer was stoopid. And scammy. And got more than he deserved - he didn't deserve the store credit. But at least he didn't get to seriously scam the store.