The associate should : Tell the customer she'll need to return to the store with the tag in order to receive a refund.
Why does the associate have to do this
In this scenario, since the customer removed the required tag for a refund, the associate would typically follow the store's policy, which usually requires the item to have the tag intact for a refund. Therefore, the associate would inform the customer that, unfortunately, without the tag, a refund cannot be processed.
Exchange for another item: Suggesting the customer look around the store for something else to exchange the sunglasses for could be a feasible option if the customer is willing to choose an alternative product.
Question
A customer tries to return sunglasses she bought earlier in the day because a lens popped out. She removed the tag, which is required for a refund. She's eligible for an exchange, but there are no more sunglasses in stock.
What should the associate do?
Suggest she look around the store for something else to exchange the sunglasses for
Check to see if the sunglasses are available online to ship directly to her
Apologize and suggest she inspect items more closely before buying
Tell the customer she'll need to return to the store with the tag in order to receive a refund