Not Calling Her A Liar Would Be Charitable

I work at a shoe store. We are currently working with an organization that helps foster kids in need. When we get to the total screen of a purchase, the PIN pad will ask how they’d like to donate. It has a “Round Up” option and dollar increments up to five. There is also a cancel button, in case you don’t want to donate. Everything on the pad is clear.

Me: “Okay, the PIN pad is going to ask how you’d like to donate today. It goes to foster kids in need.”

I wait a beat while she chooses her option.

Me: “Your total is [amount] today.”

I hit “debit” as she has already put her card in. After it’s authorized:

Lady: “What’s that five-dollar charge that was on there?”

Me: *Looks at her receipt* “It was a donation to foster kids in need.”

Lady: “I didn’t mean to do that; I hit cancel. Can I get my five dollars back?”

Me: “I’m not sure it will let me. Let me look.”

I know there’s no way to give back donations. There’s also no way she accidentally hit the five-dollar button.

Me: “I’m sorry, it doesn’t look like I can.”

Lady: “Well, what if we refund the whole transaction and redo it?”

Me: “I’m sorry, I can’t.”

My boss has come up at this point and is also trying to figure out if we can refund the five dollars. We both know we can’t, so my boss opens the cash drawer and gives the lady five dollars.

Lady: *To me* “That wasn’t so hard, was it?”

She then left.

My boss did end up putting five dollars back in the drawer. My faith in humanity plummeted. Why donate and then get mad about it? I’ve had no one ever do that before, and I hope they won’t again.