Stop! Read This before You Give a Refund

I rushed into the supermarket to buy a gift card on the way to a friend’s birthday party. I decided a gift card would be a great way to show I know what he likes by my choice of cards, but I’d still be giving him the money to pick out his own gift.

Well, what seemed like a good idea that would get me to his party in time to shout Surprise with everyone else turned into a blog of what sales reps should do before giving a refund.

I waited in the express line, but the cashier being friendly/helpful, held us up. She told one man about a coupon that could save him a dollar off the bag of peanuts he was buying. Fortunately, the man chose to pay full price. The cashier quizzed another customer about the taste of the protein bars she was buying and shared her views on the best flavors. (Really, everyone in line needs to hear this!)

When it was my turn, she swiped my gift card. I swiped my debit card. Then everything came to a halt. She looked puzzled that the transaction didn’t go through and told me to swipe the gift card, which the customer never usually has to do. Then she asked if my debit card had enough money for the purchase. (OMG!)

Then the situation got worse. The cashier repeatedly called to a supervisor, who eventually acknowledged her. When the supervisor saw that my debit card did work, but the gift card hadn’t been activated, she shouted, “Cashiers can’t ring up gift cards any more! Customers have to go to customer service!” I didn’t know if the supervisor was yelling at me or the cashier. Either way it was an example of poor training and a lack of managerial skills. Why didn’t the cashier know that she couldn’t activate gift cards? And why was the supervisor yelling at anyone?

The customer service counter didn’t make it any better. I say the counter because there was no customer service rep there. While I waited about 10 minutes, other employees told me, “She’ll be right back.” Several customers left the store refusing to wait. I had to wait because I already paid for a non-working gift card. When the “customer service” rep returned, she too couldn’t activate the gift card.

Her answer: telling me the card couldn’t be activated and returning my money. I asked this rep and later her supervisor, “Why should I shop at a store that can’t ring up a gift card and gives a refund without offering another card?” Even if something was wrong with the card, they shouldn’t show customers they don’t want their business.

What reps should do before giving a refund.

1. Get training on their responsibilities.

2. Apologize for not providing a purchased service.  

3. Don’t yell at staff or customers.

4. Have someone fill in for a worker who has to leave her post.

5. Offer another service before giving a refund.

Have you ever been in this situation?  What did you do?