Question

A customer wishes to return an item has printed out the store's return policy from the company website. The website states that returns are accepted 30 days from the date of purchase; however, it has not been updated to the current policy that allows returns 14 days after the date of purchase. The correct policy is clearly printed on the customer's receipt. What should be the sales associate's response?

A. Honor the return based on the website policy.
B. Explain the discrepancy and apply the correct policy.
C. Refuse the return due to the website's error.
D. Offer a store credit as a compromise.

Answer 1

The sales associate should explain the discrepancy and apply the correct policy (Option B). This ensures accurate and consistent information, maintains trust and customer satisfaction.

Step-by-step explanation:

The sales associate should explain the discrepancy and apply the correct policy (Option B). While the website states that returns are accepted 30 days from the date of purchase, the correct policy is 14 days after the date of purchase, as printed on the customer's receipt. The sales associate should politely inform the customer about the updated policy and apply it accordingly.

By doing so, the sales associate ensures that the store is following the most up-to-date policy and treating all customers fairly. This approach also helps maintain trust and customer satisfaction by adhering to accurate and consistent information.

Furthermore, offering a store credit as a compromise (Option D) may be considered if the customer has valid reasons for not being aware of the updated policy and is unable to return the item within 14 days.