Return the Right Amount

Had a customer come into the store today to return their bearded dragon so that we could take it to the vet as they said that the bearded dragon was doing 'death rolls' where it was rolling in their hands.

Which isn't a good sign and often points to some sort of neurological issue happening whether through infection or some other cause.

It was also concerning that they said they couldn't get the bearded dragon to eat for the past few days...maybe up to a week.

So I said that we'd return the bearded dragon and get it to the vet as soon as we could.

And proceeded to give the customer their return aka their money back.

As we give customers their money back when they bring animals back to us to take to the vet just in case, if something happens to the animal that prevents us from being able to give the animal back to the customer...they don't have to come in a second time to get their money back. 

In any case. 

The customer in this situation didn't have their receipt with them, just the sales record, so I had no idea what they'd bought the bearded dragon for.

And considering they were on sale for the month, I assumed that the customer had got the dragon for the sale price.

But no after giving the customer their money on a merchandise card -because they didn't have their card or the receipt-

The customer later came back to complain that they hadn't gotten the money back for the full price of the bearded dragon.

Which I can understand why they would want to make sure they got the correct amount back, especially considering this is their second bearded dragon that's had issues....

But at the same time, without the receipt to prove the amount they actually paid for the bearded dragon....we had, per policy, to assume that they got the bearded dragon on sale and paid them back accordingly.

It took a bit to get the customer to understand that if they found the receipt proving that they paid the full amount for the bearded dragon then we could definitely get them the rest of the money back to them.

But we needed the proof. 

Funnily enough, despite 'not being able to find it' earlier the customer came back like five minutes later having found the actual receipt in their car.

So the other manager on duty went ahead and made sure that they got the entire amount back for what they'd spent on the bearded dragon.

Hopefully we can get the little guy recovered and get him back to this customer soon as they seem to be the type to check in constantly with us to see how he's doing.

-Sarnic Dirchi