A customer wants a refund for a game. She doesn’t have a receipt, but she has the credit card she used to buy it. The box is opened, but the game isn’t damaged or missing pieces. She isn’t interested in an exchange. How should you respond? Explain that your store is unable to process the refund without a receipt Process the refund Process the exchange Inspect the contents of the product again
The Correct Answer and Explanation is:
Correct Answer: Explain that your store is unable to process the refund without a receipt.
Explanation:
In most retail environments, especially when handling opened products such as games, a receipt is essential for validating the purchase and authorizing a refund. The receipt provides proof of purchase, including the date, price paid, and method of payment. Without it, there is no official record that the customer actually bought the game from the store. This policy protects the business from potential fraud or abuse, such as returning items purchased elsewhere or items that were gifted or acquired secondhand.
Even though the customer still has the credit card used during the transaction, credit card records typically do not show specific product details. They only reflect the total amount spent. Therefore, store policy may still require a receipt to confirm that the exact product was bought at that location. Additionally, since the game box has been opened, it is no longer in its original, resalable condition, which further complicates the refund process.
The customer also stated that she is not interested in an exchange, which limits your options. Processing the refund without a receipt would be against standard store policy unless an exception is clearly permitted in the company’s return guidelines.
Politely explain the return policy to the customer, including the importance of presenting a receipt. Let her know that while you understand her frustration, the store’s hands are tied when it comes to issuing a refund for an opened product without proof of purchase. If company policy allows, you might also suggest checking if the receipt can be reprinted or retrieved using her credit card information, but this still may not guarantee a refund.
Always remain courteous and professional, aiming to provide clarity and support within the boundaries of store policy.
