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Customer refund procedure

Applies to: all store assistants and store managers at Harbour Lane Homewares.

Purpose: to give every customer a fair, consistent refund, and to keep a record the shop can check later.

Before you start

You'll need access to the point-of-sale (POS) system and the refund log. A refund is only ever paid back the way the customer paid: to the same card, or in cash for a cash sale.

Steps

1. Greet the customer and ask what they'd like to return. Ask why they're returning it. You don't need to argue with the reason, but note it in the POS.
2. Ask for the receipt. A printed receipt, an email receipt or the card statement line all count.
3. No receipt? Offer store credit. Without proof of purchase we can't give a refund. Offer store credit at the item's current price, issue a store credit voucher in the POS, and the process ends there.
4. Check the item. It must be unused, in its original packaging where it had any, and bought within the last 30 days. If it isn't, explain politely that it can't be refunded. Faulty items are different: refund or replace them whatever their age, and tell the manager.
5. Check the amount. You can approve a refund of $100 or less yourself. A refund over $100 needs the store manager's approval: call them to the counter, and they enter their PIN in the POS.
6. Process the refund in the POS. Scan the item, choose Refund, and select the original payment method. Never refund a card sale in cash.
7. Give the customer their copy of the receipt. Thank them, and ask if there's anything else you can help with.
8. File the store copy. Put the store copy of the refund receipt in the refund folder under the till, and put the item in the returns tub, not back on the shelf.

At the end of each day

The store manager checks the refund folder against the POS refund report, and signs the refund log. Any refund over $100 without a manager's PIN is followed up the next morning.

Who to ask

If something doesn't fit these steps, such as a customer who is upset or a very large refund, call the store manager. Don't make an exception on your own.