Question

Read this excerpt from a department store’s procedural document on handling a customer’s refund request.

When you receive a refund request, follow these steps:

Be polite and courteous to the customer.
Check if the product being returned is eligible for a refund.
Check that the customer has the receipt.
A refund should not be approved if the product meets one or more of these qualifications:

The product is returned more than 30 days after the purchase.
The product looks used.
The product is damaged as a result of customer mishandling.
After verifying that the request is valid, follow these steps:

Verify the customer’s payment details (online or credit card, payment ID, or original receipt).
Make sure the amount to be refunded is accurate.
Based on the information in the excerpt, what step should a store employee take if a customer asks for a refund for a damaged blender two months after the date of purchase?

A.
seek more information
B.
begin the refunding process
C.
decline the refund
D.
contact the manager

Answer 1

C. Decline the refund

The excerpt states:

"A refund should not be approved if the product meets one or more of these qualifications:

The product is returned more than 30 days after the purchase.

The product looks used.

The product is damaged as a result of customer mishandling."