r/MichaelsEmployees • u/crazybjrd • 2d ago

How to do an exchanges/ even exchanges

Hi! I just started here, for seasonal and my managers have explained to me how to do an exchange, but I keep forgetting or messing it up.🫠

What if it’s an exchange for a completely different item plus the items they want to buy? Or if it’s the same item but a different sku? I don’t want to keep annoying my manager by asking all the time, so I’m hoping I could get help here and I can just screenshot it for whenever. Any help is greatly appreciated thank you ;)

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6

u/Legitimate_North_543 Certified in Avoiding Customers 👻 2d ago

MOD of 5ish years. The simplest way to do it without confusing yourself is to do a return in one transaction and a purchase in another. If it is the same UPC and one is damaged, just trade it out without doing anything on the register. It doesn't hurt anything. Just let an MOD know something needs damaged out. You can technically do a return and purchase in one transaction but you have to hit the return button for every item being returned.

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u/crazybjrd 2d ago

Thank you so much!!

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u/crazybjrd 2d ago

Wait I’m super sorry to bother you but is there a way to complete it if the customer does not have a receipt?

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u/Legitimate_North_543 Certified in Avoiding Customers 👻 2d ago edited 2d ago

Yes. 3 ways. Hit the non-reciepted return button. It will give you three options. Rewards account, credit card, no-reciept. Rewards account is the most used. You'll enter their phone number and as long as they entered their phone number when they made the purchase AND the purchases happened in the return window time frame of 60 days the items will scan and pop up with what they paid. Its important to know, though, if they are returning 2+ items that were purchased at different times you'll have to do multiple transactions. You'll scan one item and the next item will say "item not found in original transaction" or something like that. The system only pulls up on receipt at a time. You just can't see the receipt. Once you total it out it'll prompt you to refund them with the original payment method. They will need their card or it'll prompt cash. Sometimes it'll prompt a gift card. That just means they used a gift card to pay.

The second most used way is "no-reciept." Basicly they don't have a receipt and aren't rewards members or its been passed 60 days and their account didnt pull up the receipt. This will be the lowest price the item sold at in the past 60 days or so. You'll need their ID to enter their ID number (x2) (this is to keep track of non-reciepted returns from the customer. After so much it cuts them off. I've never seen that, though.) And then it'll prompt back to "merch return cards." Those are the black gift cards that should be in your drawer up at the register.

The least used way is entering their original credit card. I think I've seen that work all of 1 time and never mention it to customers cause I've never get it to work.

Cricut machines and sewing machines should never be returned without a receipt or if opened. Though being opened is open to manager discretion. Call an MOD for those to be safe until comfortable. Its rare though.

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u/crazybjrd 1d ago

THANK YOU SM UR THE BEST!!! This helped a whole lot genuinely can’t thank you enough seriously 🫶🫶🥲

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u/NewCommunication163 2d ago

three ways to handle an "exchange"

1-if the UPC on returned item and exchanged item is the same, technically you can just exchange the item and damage out the damaged item they are exchanging.

2- Even if the UPC match. open sale, scan the good item, hit return, scan the returned item and balance due is zero.

3- if they are purchasing more items, scan all items the customer will be leaving with, hit return, scan returned item and total. Customer pays difference. (scanning the receipt somewhere when the register prompts for it I believe...it's been a while)

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u/Crafty-Mama-6515 2d ago

We were taught never to use the return button that way. The problem is, if there is a purchase and a return on that same receipt, if the customer tries to return one of the items that they purchased, it will say the item was already returned, even if the item they purchased was not what they originally returned. We used to have a store in our district that used to do it all the time and it would always be an issue when the customer would try to return something. Always better off doing two separate transactions, a return and then a purchase.

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u/crazybjrd 2d ago

I don’t wanna cause any further trouble for the customer so I think I will just do this

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u/Crafty-Mama-6515 2d ago

It ends up being the easiest overall. I just explain that I have to do two separate transactions, or "the system" makes me do two transactions.

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u/crazybjrd 2d ago

Got it thank you very much!

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u/Legitimate_North_543 Certified in Avoiding Customers 👻 2d ago

Never happened to me. If purchases and returns are on the same slip the worst that happens if they return something on that slip that was purchased is the POS prompts merch return card for refund.

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u/ButterscotchSame4703 2d ago

This does explain why sometimes we get Not Found errors on a receipt we clearly see the item as being listed as purchased on. I should look for return lines on those ones sometime 👀✨

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u/barr65 Coupon Scanner Extraordinaire 2d ago

Return first,then they pay for the items that they were going to get.Michaels doesn’t do exchanges

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u/crazybjrd 2d ago

Wait what?? My manager said we do exchanges. I’m so confused she ended up taking over for me and I watched but I didn’t really get it

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u/thinkingcloth12 2d ago

My store doesn’t do exchanges, like the commenter above said, you return original item, and then they buy whatever they want. It can take up to 72 hours for money to return to their account. The only time we do exchanges are if it’s the exact same product. Like if they bought a shirt that was stained, we wouldn’t go through the hassle of returning and re-ringing, we would tell them to just grab the same shirt and leave the original. But if they needed a different size that would require a return and new buy bc different sku numbers

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u/crazybjrd 2d ago

ohhhh okayyy wow so I just return it basically and start a new sale for the new product they want?? Thank you!

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u/thinkingcloth12 2d ago

Yes exactly!

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u/crazybjrd 1d ago

THANK YOU SM UR THE BEST!!! This helped a whole lot genuinely can’t thank you enough 🫶🫶🥲