Unfiltered Story #180408

Our return system is set up so that if the customer does not have a receipt, the item they are returning automatically rings up at the cheapest price it’s been sold at over the last 90 days. We also have the ability to look up receipts using the card number that was used on that purchase. I have looked for a receipt for this customer on four of his cards, and no receipts are showing up, so we continue the return without a receipt.
The item rings up at a penny.

Me: Unfortunately it’s ringing up at a penny.

Customer: But I’m just exchanging, so it’s ok.

Me: No, it’s not, because the items are completely different. I can’t give you any money back for this, because sometime within the last 90 days, this item has been given out for free. It was probably a promo with a certain purchase.

Customer: Well I never got this for free, I paid for it, so you have to give me my money back.

Me: No, I can’t give you your money back, because the register is only letting me give you a penny. Which is nothing, since we don’t have pennies anymore.

Customer: But I’m exchanging it. So it’s ok.

Me: No, it’s not ok, because you are getting a different item. If they were the same, I could swap them out no problem. But they’re different, so they have to go through the til, and because you don’t have a receipt, it’s ringing up at the lowest price it’s been in the last 90 days. Which is a penny.

Customer: But this isn’t fair. I paid for it.

Me: Unfortunately without a receipt, we don’t have proof of that. If you find your receipt, I’ll be happy to give you back what you paid.

Customer: Why can’t you give me back what I paid for it!?

Me: Because we don’t know what you paid for it. You don’t have a receipt.