Raising Their Voice About The Invoice

, , , , | Right | May 7, 2021

A customer orders an item online to pick up at the pharmacy and chooses to pay by invoice. The item is delivered to the pharmacy, and the customer comes in.

Customer: “I don’t want this item anymore.”

I happen to work that day, so I give her her money back. 

A while later, the customer receives the invoice and pays for the item. She then goes back to the pharmacy to get the invoice refunded. Again, I’m the one working.

Me: “I can’t refund the invoice, since I already gave you money back and that it would be a ‘double refund.’ You can’t get the money back twice.”

She doesn’t understand. In her mind she’s right, and she gets upset. I give her the number for customer service, hoping they can make her understand. I can’t help but wonder if I’m wrong and she really should get her money back.

A few weeks later, I get an email from someone working in our head office, wanting to know what this is all about. I send an email back explaining what’s happened. They then send me another email, saying that I did the right thing. I haven’t heard anything since then, but I have a feeling this customer isn’t going to give up that easily. We’ll see what happens.

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