How to Handle a Customer Complaint of No Receipt for Merchandise Return

One common problem for stores is when customers return merchandise without a receipt. This is a sticky situation, because it is hard to tell whether this item was acquired in an honest way. It is also tricky, because it could lead to a bad customer experience for someone who honestly misplaced his receipt.

Difficulty: Moderate

Instructions

1. Be polite and let the customer talk. Many people feel it is necessary to explain why they lost their receipt. Even though how they lost their receipt, or why they want to return it, has no effect on your decision, it will show the customer you care if you listen to their side of the story.

2. Inspect the item for damage or mismatching. This return could possibly be a scam in which someone tries to return an item he destroyed or change what is supposed to be inside the box. Check if the merchandise looks unused or in new condition.

3. Check that this is a product you carry at this store. Many times people make the honest mistake of forgetting where an item came from, especially around holiday time. Run the bar code through the system to check that you sell this product.

4. Have an understanding of your company's policy toward returning items in this fashion. Most likely your store will award store credit for an item with no receipt. However, some stores have dollar value limits to what they will accept without a receipt.

5. Inform the customer of his options based on what the company's policy is. Note that there is no way you can bend the rules.