How to Make Retail Returns an Easy Process

In an ideal world, returning merchandise to a retailer should be an easy and painless transaction for everybody involved. However, perhaps now more than ever, it is one of those situations where the few have ruined it for the many. With the economy failing and falling, those people looking to get something for nothing are becoming more desperate, and more common. Scams seem to be happening at a much higher rate, and good people trying to make honest returns are probably encountering scam-weary retailers everywhere. Generally, this is apt to make for a less-than-pleasant interaction, since store associates are increasingly skeptical, and good customers do not appreciate being dealt with in an untrusting way. However, as a customer, here a few things you can do to make returning merchandise as simple and pain-free as possible.

Do no start your story, introduction, rant, or plea by qualifying yourself. For some reason people feel it is helpful or necessary to start by telling the employee assisting them, that they "shop here all the time," or "spend lots of money here." However, to the employee, this is somewhat of a red flag. Consider that customers who are actually regulars at a store location probably need not tell the worker if they really visit the store that often. Many stores are gradually adopting return policies more similar to customer service orientated companies such as Nordstrom's: essentially, "no questions asked." Still, even retailers that maintain less-liberal policies understand that the best way to keep or earn a customer is by treating them with trust and respect. So, while as a long-time employee of a retail store, I admit that while we may treat our best customers with an exceedingly high level of service, simply saying that you are such a customer is more likely to garner skepticism than better customer service.

You can skip telling the person your sob story, or your life story. As is true in most things in life, honesty is the best policy. Whether you have a specific problem with an item, you did not use it, you broke it, or you just decided you no longer wanted it, a store employee is likely to be most helpful if they feel you are speaking to them honestly and candidly. Stick to the shorter, simplified version of the issue when possible. If the person handling your return needs more information, they will ask for it. It is unlikely that telling them about all the other issues you are having that day, the nasty chain of events set off by the ill-fated purchase, or every other item you have ever returned to their establishment is likely to persuade them to handle the return in any special manner. Consider that especially in a situation where the return policy is "no questions asked" they probably do not want to know all that information, and the narrative will probably cause emotions more like annoyed than sympathetic. While some people who try to make a buck by scamming companies with fraudulent returns fabricate clever stories, most of the excuses sound the same. Anybody who has worked in retail more than a week during these times has probably heard one or two of such stories and is probably pretty perceptive to what an honest person looking for help sounds like, compared to somebody essentially stealing from them.

If you have doubts about whether a store can help you with your problem, ask them for a remedy. In many cases, asking for help with your problem is likely to be more effective than demanding a return. For instance, if you have a return where you have lost your receipt but are unhappy with a product, simply ask the store employee whether there is some way they can help you fix the issue. Most stores train their employees to make the customer happy and employees are probably more responsive to a customer politely asking for help than one who is being demanding.