Returns & Exchanges
Lesson 3 of 11 in Cash, POS & Transactions · 25 minutes
Practice processing returns and exchanges at the customer service counter using polite language and following store policies.
What you'll learn
- Process a return and an exchange at the customer service counter
- Understand common Canadian retail return policies
- Use polite language when enforcing store policy
From the transcript
You work at the customer service counter in a Canadian retail store. Customers bring items to return or exchange, sometimes with receipts, sometimes without.
customer: Hi, I'd like to return this blender.
employee: Sure! Do you have the receipt?
customer: Yes, here it is.
employee: I see it was purchased 10 days ago. That's within our 30-day return policy. Is there anything wrong with it?
customer: No, I just changed my mind.
employee: No problem. Is it in the original packaging with all the parts?
customer: Yes, everything is there.
employee: Great. I see you paid with a credit card. The refund of $39.97 will go back to the same card. It may take 3-5 business days to appear.
customer: That's fine.…