Sucky customer....or sucky policy?

[CrazedClerkthe2nd]

Had a woman in the store today doing a refund on a sealed game that had been bought a few days ago. She just wanted cash back. Fine, not a problem.

Except that in order for me to give a cash refund I need a phone number, name and address. Most customers have no problem with this, but this woman vehemently refused to give me her address, saying she doesn't like to give it out and we shouldn't need it, I explain that we require it to do a return. She refuses again but says she is not leaving without her money.

So my manager comes out and they get into a lengthy discussion. The sticking point is this: Our return policy is posted on a couple of signs in the store, including signage right at the register. The sign says a cash refund can only be given with a valid receipt, but says nothing about the info we usually collect when we do a return.

In our policy/procedure manual, it shows a screen of the POS system and tells us to fill in all required fields with the appropriate information. So we are told we have to collect this information, but customers are not told until doing a return that they have to provide it.

Eventually the manager let the lady have her refund (we used a phony address) because he couldn't explain why she should have to provide the information even though the sign says nothing of the sort.

I know from experience doing returns at Wal-mart, they don't usually require info beyond what's on your receipt, but then I know other stores who do ask for personal info when doing returns.

Who was right on this one? I'm not sure I really know.

[Kristev]

Wal-Mart has a real problem with return scammers. Don't judge anything by them.

[HiddenMica]

I know that some of the places consider them high theft items so they want that information so they can track how many returns people do. I know in my state that it has the same policies as pawn shops on things like that.

[Andara Bledin]

If the signage listing the requirements for receiving a cash refund omits that certain information will be collected before a cash refund can be given, then a customer should be able to refuse to volunteer said information.

Of course, the manner in which a person does this can run the gammut from utterly sucky to completely polite yet adamant, and everything in between.

^-.-^

[Stig]

Don't know about over there but here in the UK a stores poilicy is always going to come second to the law. If the law there states that the store is obliged to make a cash refund then I would support the customers refusal to give personal information. I also refuse to give out post codes or other information whenever I need to return an item.

[sweetj82]

i work in the money center and to pay a bill you need to give your phone number. i only had one person who had a problem with it. she is the same lady who didnt want me to see her bill.

She didnt want me to see her name or address. if you are that paranoid than why would you pay a bill at a store.
i finally got her bill and her number. she wrote on number on her bill after she ripped off the part with her name and address

[LillFilly]

I could figure keeping tabs on returns so as to track fraud; like people returning everything days after they buy it for no reason.

We had a problem with a guy that we had to call the police on. He got away but had left his information with a store for a return. Come time for court, we get a different guy! Come to find out his friend didn't want to give HIS information for the return, so this guy let him use his! Luckily they were buddies and both would have been charged anyway, and we got his friend's information from him, so it was kind of a twofer!

[fireheart]

Maybe require a driver's licence number for all future returns? All it would need to be tracked to then would be a name and one other point.

[RxBoy]

I would have to agree with the customer if the sign says nothing more than a receipt is required. One of our biggest complaints is that customers don't read signs/polices and then get mad at us for enforcing them. I think the sign should state something to the effect of "we reserve the right to require identification for returns". Then the store would be covered.

If the posted policy says that only receipt is required, then I think the customer was in the right if she had the receipt. If we expect customers to read policies and follow them, we should do the same...that is, enforce them in the exact way they are stated.

[vstorevigilante]

At the move theatre, you need a name/phone number for refunds. People would give fakes when getting refunds, and cashiers (especially me, for some reason?) would get called in to the office and questioned whenever a phony number was found when managers checked the refunds. Apparently, other theatres had had problems with fake refunds being done and staff pocketing the cash. I never did this, however I was the main weekend box office cashier, processed dozens of refunds a night, and people rarely gave a real number, or any number at all, making me look like a thief. It was awful, but to an extent I could understand it. However an address seems unnecessary, I think phone number should be adequate information. Unless they're going to snail mail some kind of confirmation? Seems sort of useless to me.

[Irving Patrick Freleigh]

.

So my manager comes out and they get into a lengthy discussion. The sticking point is this: Our return policy is posted on a couple of signs in the store, including signage right at the register. The sign says a cash refund can only be given with a valid receipt, but says nothing about the info we usually collect when we do a return.

Then I'm with the customer on this one. If the sign doesn't say I need to give you my address to do a return, then I shouldn't have to give it.

The store really needs to have the signage updated. Otherwise you're going to keep having this situation happen.

[akaScooby]

Then I'm with the customer on this one. If the sign doesn't say I need to give you my address to do a return, then I shouldn't have to give it.

The store really needs to have the signage updated. Otherwise you're going to keep having this situation happen.

But it does only say return policy in the op, this would be a completely different thing than a refund policy, the general expectation with a return (at least from a store's perspective) is that you'd be returning one item to replace it with another from that store (which is why many places now use gift cards/refund cards instead).

When I was working for Woolies we always had to get customer details for refunds but not for return/exchanges, this was so we could keep track of scammers.

[Irving Patrick Freleigh]

But it does only say return policy in the op, this would be a completely different thing than a refund policy, the general expectation with a return (at least from a store's perspective) is that you'd be returning one item to replace it with another from that store (which is why many places now use gift cards/refund cards instead).

When I was working for Woolies we always had to get customer details for refunds but not for return/exchanges, this was so we could keep track of scammers.

But the reason for the refund is because the game is being returned.

From the OP, it seems as though the store treats returns and refunds as the same thing. Which would be the same as the swamp's policy AFAIK. At the swamp, you have to have a receipt, dated within a certain time period, regardless if you want to swap the item for something else or get a refund, for example. I don't think we take names or addresses for refunds.

[JLG]

We used to require name and address for all returns or exchanges. Sometimes people would put down fake information like Jane Doe 1234 Main St. I had to accept whatever information they wrote down and could not question it. If there was no receipt we required a drivers license or state ID.

Our system got hacked and we no longer asked for any customer information, just a signature. For non receipted returns we stopped asked for the drivers license or ID so we had no way of tracking fraud returns.

After a year of doing that we now have went back to drivers license and ID for non receipted returns and after so many times of returning with no receipt the system will not accept any more returns from that person.

As for the OP, I think that it should state on your policy what information is required from the customer.

[Pagan]

I also refuse to give out post codes or other information whenever I need to return an item.

Actually, I don't have any problem giving my ZIP code. Mainly because in the US, ZIP codes cover a broad area. The most they'll be able to figure out is what part of the city I live in.

At the move theatre, you need a name/phone number for refunds. People would give fakes when getting refunds, and cashiers (especially me, for some reason?) would get called in to the office and questioned whenever a phony number was found when managers checked the refunds.

Unless it's obviously a fake phone #, like 555-5555, how are you supposed to know? Are they expecting you to call every number you're given to make sure it's real?