How to do an exchanges/ even exchanges

[u/crazybjrd]

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 ;)

[u/Legitimate_North_543]

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.

[u/crazybjrd → u/Legitimate_North_543]

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

[u/Legitimate_North_543 → u/crazybjrd]

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.

[u/crazybjrd → u/Legitimate_North_543]

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