This Is No Game She’s Playing

, , , | Legal | September 17, 2020

We sell cards for a specific online game, and we always advise people that they are not refundable. Our system does allow the return, as long as the code hasn’t been used, though we only do returns for specific situations. A woman comes in with her son and puts one of the cards down along with a receipt.

Woman: “I bought this and it didn’t work. Your manager said I could return it.”

Me: “Okay, let me go ahead and get that done for you!”

I start the return, but the system won’t allow it since the code has been redeemed.

Me: “It looks like the system won’t allow it, which means you’ll have to contact [Company] for a refund.”

Woman: “No, your manager said you could refund me!”

Me: “She might have, but the system will not allow it. I can’t even force it to refund you.”

Woman: “Fine, I’ll just wait for your manager to come back in.”

I get a weird feeling about the situation and call my manager after the woman leaves.

Manager: “Oh, her? She tried that yesterday, and I told her to get a hold of [Company], since there’s nothing we can do on our end. I have the feeling she might be trying to scam us.”

I’m off the next day, but I work the day after that. The same woman comes in, this time with her husband. She puts the same card and receipt on the counter.

Woman: “Your manager—”

Me: “Nope. Out.”

Woman: “What?!”

Me: “I talked with my manager. She remembers you, and she told you exactly what I told you.”

Woman: “No, she—”

Me: “Our system will not be able to return this card. Period. We cannot override it. No store can return this for you.”

Woman: “But she—”

Me: “My manager has told me, explicitly, that we cannot return this for you. Your only option is to contact [Company].”

Woman: “You can’t throw me out! I want my money back!”

Me: “I cannot give you your money back. The system says this card has been redeemed; therefore, the problem is with [Company], not us.”

Woman: “I’ll have my husband force you!”

Me: “Now you’re threatening me. You are not able to get your refund through us. I am telling you to leave.”

Woman: “You can’t kick me out! I have rights!”

Me: “And so do I and the company. We have the right to ask anyone to leave. I also have the right to call the cops if you don’t leave.”

Woman: “I’ll just stand in the store! You’ll have to drag me out! I’ll sue for assault!”

I call the police. The woman gives me a triumphant look the whole time, as if she’s somehow won by taking up my time. After a bit, a patrol car parks in front of the store.

Officer: “What’s the issue here?”

Me: “I—”

Woman: “This b**** won’t give me my money back! She stole my money with this s*** card and refuses to give it back!”

Officer: *To me* “Okay, can I get your side?”

Me: “My system won’t allow it, since [Company] has marked it as redeemed. I’ve told her to get a hold of them, since we have no way to refund her at this point. She’s also come in several times demanding we do this for her, even after we’ve told her the same thing every time. She also threatened me and refused to leave when I asked her several times.”

Woman: “YOU CAN’T PROVE S***!”

I quietly point to the camera aimed right at my register.

Woman: “Well… I… F*** YOU! I SHOULD HAVE MY HUSBAND—”

Officer: “Ma’am, I wouldn’t finish that if I were you. Step outside.”

They go outside, and I can hear her yelling from inside the store. Eventually, she’s handcuffed and put in the back of his patrol car. The officer comes back in.

Officer: “Is there a way to pull up a purchase history?”

Me: “Yeah, if it’s bought on the same card. I just need some of the info off the card.”

It turns out, she had been running a scam where she bought various online game cards, sold the codes, then would return them, saying the codes didn’t work. She’d gotten away with a few hundred from our company, and because of a similar scheme with another company, had a warrant out for fraud.

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