Question

Ret

A customer comes in to return an item and has
their receipt but they are one day late with the
return per the company return policy. Although
you'd like to make an accommodation, you know
that making too many could impact the store's
profits. You:

Answer 1

Refer to their receipt to note whether they had paid cash or card, and ask them if they would consider a resolution through their bank if they are not a frequent customer.

If they had paid cash or are a frequent customer, then you would consider their reasoning why they didn't return the goods within the policy time, at the very least you would offer a full credit note if product is in perfect condition.

Answer 2

I can see that there are no choices.

You politely explain to the customer that the company strictly follows its return policy. The policy was clear in the first place. You can also turn the return into an exchange, so this doesn't affect the profitability of your business. This strategy can also lessen the negative comments of the clients on your shop.

Step-by-step explanation:

It can be time-consuming when it comes to talking to a frustrated customer. It even becomes harder when that customer tries to return the item late. Thus, it is very important that your policy is very clear from the start. You have to post them on your website, if you are an online shop owner or if you have a website for your shop. This will make the customers aware and set their expectations after making a purchase.

So, this explains the answer.