Refunder Blunder, Part 24

(Customer comes in to return a lipstick that is faulty. She takes a replacement lipstick and some other items.)

Me: “So, your total £8.50.”

Customer: “Well, that’s not right.”

Me: “Yep, the total of your items comes to £8.50.”

Customer: “What about my £6 return for the lipstick?”

Me: “Oh, well, you took another in replacement, so you won’t technically get your money back.”

Customer: “Why not? I wanted a refund. Where’s my £6?”

Me: “Sorry, I’m confused. Did you not want a new lipstick in return for your damaged one?”

Customer: “Yes, but I don’t understand where my £6 has gone?”

Me: “Well, you used it to pay for your replacement lipstick.”

Customer: *getting annoyed* “But I already paid for it? So why don’t I get my £6 back? It was faulty!“

Me: “Yes, madam, if you just take a look at the receipt, you’ll see that I’ve returned your faulty lipstick at £6, and then sold you back a new one, also at £6, so there’s no refund to give, you just have to pay for your additional items, which come to £8.50.”

Customer: “That’s so confusing. I don’t know why you’ve done it like that.”

(The customer reluctantly paid the £8.50, while muttering that it should definitely be £2.50 because of her £6 refund. She left telling me that she was going to be in contact with customer services. I wished her the best of luck.)