Won’t Even Give Them Credit For Trying

I work at customer service at a home improvement store. I am training a coworker. He and I have been processing returns and we’ve been really busy. I notice there is a problem with the return he is processing, so I stop what I am doing to find out what’s going on.

The customer and her husband paid with their store credit card. Immediately after their transaction, they paid off the bill. They want cash back for the return, which is a little over $600.

Me: “Sorry, ma’am, we can’t do that because it has to go back to the original tender.”

Customer: “I don’t understand.”

Me: “You can’t get cash for the return; it was paid with the credit card.”

She keeps repeating that she doesn’t understand.

Me: “Would you like to talk to a manager?”

Customer: “No. I don’t think that’s how it should be.”

The return is processed, and they stand off to the side and call someone. They talk for a couple of minutes and leave, thank goodness.

A couple of hours later, we’re slammed. I’m coming back to customer service when who do I see? The same lady and her husband. They are also joined by another woman and a toddler.

I don’t have the pleasure of dealing with them. The seasonal/outside supervisor gets called because he is the only available manager. It goes back and forth for a while. He calls the credit center to find out what can be done, which is nothing! All four of them finally leave after wasting time and gas because they thought they could get a manager to override it.

Don’t expect cash back on a return just because you paid off the bill. There are some things that not even managers can do.