General Studies · Situational Judgement
You manage a busy retail store. A long-time, valued customer is requesting a refund for an item that falls outside the official 30-day return window, as they do not have the original receipt. They threaten to never shop at your store again if you refuse. How should you respond?
Verified Solution4 OptionsUpdated: October 2026👁️1 View
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- 1Call security to escort the demanding customer out of the store.
- 2Explain the 30-day policy, but offer store credit or an exchange as a goodwill gesture.✓
- 3Inform the customer that since they don't have the receipt, you cannot take any action.
- 4Grant the refund immediately to retain the valued customer, ignoring the policy.
Correct answer
Explain the 30-day policy, but offer store credit or an exchange as a goodwill gesture.
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