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I had a true hall of famer tonight, I’m *still* shaking my head over her! I work @ home for a major retailer and with it being January, it’s been busy processing returns from Christmas. This lady asked about a return that was supposed to be in transit to us. Michelle keeps going over the fact that we sent the wrong return label the first time while I’m just trying to find out from her if it got picked up, because someone had issued a pickup request on it. UPS was showing pickup attempted, so I needed to know from her did they pick up or not?
Our tracking system has been so glitchy I can’t track half the customers orders, so customers that get the USPS tracking # are gold, because I can refund them while it’s in transit. The lady finally confirms yes, it’s gone from her house, no she doesn’t know where it is, and frustration with me because *do I not understand YOU GUYS sent the wrong label?* Well, since that problem was resolved, no, that *isn’t* the information I need from you ma’am!
I check her transactions to see what was billed to her card, and notice \~ Billed $4.23 08/13/21 Refunded $12.00 08/20/21. She had told me she was returning it due to broken glass. I normally would have questioned her more because Michelle’s had it for 6 months! Are you really trying to return something you broke yourself months after you bought it? But it was already in process before me so I was just trying to see if we had received it yet.
A supervisor refunded her 1 week after she bought it, so not only is she returning something not eligible for a 2nd return, she also got back *more* than she paid (she was only billed a first payment), but we would not have had her send broken glass back, we would normally refund and tell her to throw it away.
I go back to explain \~ ma’am you were refunded a long time ago so there’s no further refund for me to process. She sputters back *what are you talking about? I did not get a refund.* I explain not only was she refunded, but she was refunded more that she was billed, so I can’t refund anything further. She complained about all the trouble she went to to box it up and get it ready and she had to go through the label fiasco and she should be compensated!
Ma’am you were refunded 6 mths ago, almost $8 more than you paid. You didn’t need to send it back, broken glass gets thrown away not sent back to our warehouse, and no, there is no compensation for boxing up a return. You have made money off this order, there will be no further refund coming for this item.
Michelle was flabbergasted that no one told her not to send it back, no one told her she had been refunded, and since one was fine and one was broke and we weren’t compensating her properly, she wanted the box back. *Ma’am, I can’t do that, it’s in transit.* She would not stop insisting, so I noted her request, told her I didn’t know if the warehouse would send it back or not, and finally said goodbye with a sigh of relief. Hopefully no one else screws up the order that should be null & void at this point, but I have my doubts!
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