Retail & Returns
The Situation
You are asked to step into a meeting shortly after opening the store. You were told it involves “a return issue” from yesterday.
From the opening explanation, you learn that a customer contacted corporate claiming their return was handled incorrectly. They say they were given conflicting information and felt disrespected.
A store manager is present. Someone from customer relations is on the call. Your supervisor is listening closely. You assisted customers during that shift, but you don’t yet know which transaction is being questioned.
You are expected to respond calmly and professionally. Hesitation or defensiveness may escalate the situation.
Your Task
Respond immediately and appropriately.
You do not have all the details, but you are still required to respond.
Avoid blaming the customer or store policy.
Questions
“Were you working at the time of this return?”
“Do you remember this customer?”
“What information did you give about the return policy?”
“Was the item opened or used?”
“Did the customer have a receipt?”
“Why might the customer feel confused?”
“Were any exceptions discussed?”
“Who approved the final decision?”
“Was a supervisor involved?”
“Were store policies explained clearly?”
“Are you saying the return was handled correctly?”
“Why would the customer contact corporate?”
“Could this situation have been avoided?”
“What would you say to the customer now?”
“How should we address this complaint?”
“Is there anything you want to clarify?”
“What support would help in similar situations?”
“Do you feel the policy is clear to customers?”
“Is there anything we should review?”
“Is there something we should be concerned about?”
