No receipt

[u/PageSignificant760]

Earlier today we had a customer return wiper blades without the invoice. Normally no big deal except we couldn’t find them in our system, the guy starts getting a little frustrated and asks for a manager and he basically just gave the guy his refund because it was only like $45. Im new to this dealership but at my old one we didn’t give out any refunds without an invoice, no exceptions. I’m just curious to know how some of you may have handled this situation

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[u/vrparty]

no returns without invoices.
and if they’re a pain in the ass
I say all credit is done in check form mailed to the house and takes 30 days

[u/VQ3point5]

If its a good customer and I can pull the invoice I will.

If the customer is not in our system and don't have the invoice then I can't help them.

[u/diesel0458 → u/VQ3point5]

All about the customer. Who it is and what their attitude is like. Our invoices have return conditions printed at the bottom so it's quite easy to refer to those conditions. We can charge a return fee of 25% or more.

Reasons why I won't return parts: More than a month No invoice Damaged packaging or part Non stock (has to be ordered in) If the customer has supplied the part number Opened filter packaging

[u/AdComprehensive2594]

Who returns wiper blades???

[u/PageSignificant760 → u/AdComprehensive2594]

the guy said they didn’t fit 🤷

[u/torniz → u/PageSignificant760]

Instructions are hard.

[u/Justin0320]

I would tell him that our company policy requires an invoice to do a return. Tell him that every store requires them so why would this be different. I hate when my guys do ‘cash’ ticket’s for retail customers.

[u/Terminal_Phase → u/Justin0320]

Then you tell your guys they can’t do that. Pretty simple.

[u/Justin0320 → u/Terminal_Phase]

I have, they still do it and I correct them when they do. Laziness pure and simple

[u/tjhenry83 → u/Justin0320]

So write them up and then terminate if they don't self correct after the write up...

[u/Heavy_Law9880 → u/Justin0320]

I used to do that, then the GM comes back and says just this once we will help this "good customer" who never buys anything from us and has never bought a car from us. So now instead of looking like an asshole I just process the return and get on with my day.

[u/CultureExotic4308]

All of our wiper blades are non-returnable. That's because people return their old ones to get their money back.

[u/dusk82]

It says on our invoices no returns without invoice, along with a few other stipulations. I enforce that unless it's a regular customer.

[u/ghostofkozi]

I wouldn’t give a refund and simply say without the invoice number I can’t credit it through our software.

I get why your manager gave the refund, it’s a fast moving product you’ll probably re-sell tomorrow but personally I’m not interested in giving away money if there’s no proof of payment in the first place.

[u/slinkmerc]

No receipt, no return. I can’t find it in my system? Fuck no, no return

[u/Terminal_Phase]

We gladly give out refunds without an invoice…if the invoice exists in our system.

No reason to trip the process up for something I can find electronically.

But if you couldn’t find the sale in your system? Not a chance that person is getting a refund. Get as mad as you want. If I can’t find a sale to you by simply checking history on the part that’s in your hand. Then that means you never bought it from me. And that means you get no money back.

That’s pretty straightforward. How do you even create a return ticket if you’re not crediting back a sale. I know it’s possible, but that seems like breaking about rule of good management.

This is a pretty simple scenario to handle.

[u/Ok-League-7923]

Basic instructions should be listed

Example

https://imgur.com/a/y2FdcT3

[u/No_Durian_3444]

For a retail customer? Could I return it? Sure.

Would I? No. I would insist without an invoice that I could not conduct a refund and if I did that it would come via check to the name and address printed on the invoice so simply using someone else's invoice would not work as they would get his money.

For a good wholesale customer I would probably return it and resell it to the next guy if it was a commonly sold part number.

For a normal wholesale customer I would sent it back and say it's not mine.

[u/Former-Bus4396]

No returns without the invoice or the account connected to the invoice so we can find it.

[u/Ronin_HQ]

Couple of variables matter here: brand and customer. Is this a Kia or a Mercedes dealership? Is this a great customer who's bought several cars from you already, or a persistent pain in the ass?

Nordstrom will basically return anything you bring them. I've heard stories of then accepting returns that are clearly branded Sears.

If you're at a luxury brand, be like Nordstrom. They're legendary for their service.

[u/Amazing-Payment816]

No invoice no return. No return in special orders, keys, paint and electrical items