The other night I was working at the register and a customer came to do an exchange of one cake for another and pay the difference, (yes she had her receipt). Normally, I send them to customer service to resolve the exchange but it was 11:00 PM and the customer service booth closed at 7:30PM.
I called a fellow associate for help to show me what to do, but he did the process so fast with little explanation I didn't learn anything. When I had the opportunity (after more late night shoppers) to talk to him about how the process works he had gone home for the night.
Does anyone know the process on how to key it on the register?
Depending on your store, an exchange may or may not need an override.
If the person has the item she wants to exchange, you run a refund on that item. Instead of cashing it though, scan the new item she wants to get instead. If the new item costs more, total out and charge her the difference, since the refund amount will be applied towards the sale.
If the new item is less than the refunded item, hit the cash button twice and give her her change.
The register should print out a refund slip, have it filled out.
Oh, and Kroger Card is REQUIRED.
Summary:
Kroger Card
[Refund]
Scan Item
Confirm price is sale price instead of original price
[Total]
[Override (if applies)]
Scan new item
[Total]
Pay out difference
-- Edited by NutritionWhore on Wednesday 30th of July 2014 07:32:28 PM
EDIT: Amended to reflect techelite's advice
-- Edited by NutritionWhore on Thursday 31st of July 2014 12:18:15 AM
I would have to add that after scanning the K+ card, scan the item they are returning to verify the sale price. While it is stupid that it's necessary, some divisions have the register set up so that if you hit the refund key and scan an item, it will refund the full price, not the sale price, even after the K+ card has been scanned. You would then void the item back off, hit refund, key in the sale price, hit price override, scan the returned item. Then proceed like NutritionWhore says.
Complicated, I know, but sadly necessary, at least in this division.
I would have to add that after scanning the K+ card, scan the item they are returning to verify the sale price. While it is stupid that it's necessary, some divisions have the register set up so that if you hit the refund key and scan an item, it will refund the full price, not the sale price, even after the K+ card has been scanned. You would then void the item back off, hit refund, key in the sale price, hit price override, scan the returned item. Then proceed like NutritionWhore says.
Complicated, I know, but sadly necessary, at least in this division.
Thanks.
OP. Remember to ask questions regarding certain items, especially items from service departments and drugs. While Kroger is ridiculously lenient regarding returns, there might be other procedures you have to follow (like placing damage labels).
If you have any concerns about a transaction, always ask someone above you. If you're the only person and you don't feel comfortable doing an exchange or refund, don't do it. Request that the customer come back tomorrow and explain that you are unable to start the transaction at the time.
In the end, management will look at YOU if it turns out that a refund/exchange shouldn't have been done at all.
-- Edited by NutritionWhore on Thursday 31st of July 2014 12:22:23 AM
I would have to add that after scanning the K+ card, scan the item they are returning to verify the sale price. While it is stupid that it's necessary, some divisions have the register set up so that if you hit the refund key and scan an item, it will refund the full price, not the sale price, even after the K+ card has been scanned. You would then void the item back off, hit refund, key in the sale price, hit price override, scan the returned item. Then proceed like NutritionWhore says.
Complicated, I know, but sadly necessary, at least in this division.
I'm sure my store loses a decent amount of money because half our checkers don't understand that refund -> scan refunds the full price.
I would have to add that after scanning the K+ card, scan the item they are returning to verify the sale price. While it is stupid that it's necessary, some divisions have the register set up so that if you hit the refund key and scan an item, it will refund the full price, not the sale price, even after the K+ card has been scanned. You would then void the item back off, hit refund, key in the sale price, hit price override, scan the returned item. Then proceed like NutritionWhore says.
Complicated, I know, but sadly necessary, at least in this division.
I'm sure my store loses a decent amount of money because half our checkers don't understand that refund -> scan refunds the full price.
I remember noticing that when I bought an umbrella for sale, then returned it since it's not small enough for compact use. The difference was about $6, and that's without the sales tax.
if they have the receipt make sure you refund at that price (do a price override if needed), scan their card. make sure you mark the original receipt so the item will clearly be a refund. keep the original receipts and print them a copy. if it's over $10 have them fill out the slip that will automatically print. keep the receipt & slip with your till. some stuff shouldn't be returned like baby food, formula and anything bought with WIC.
really you could've just said you can't do it, you'll have to come back if you don't know how to do these things. plus the returned cake should get a customer return sticker on it so it doesn't go back to the shelf.
ask for help form someone above you if anyone is around.
since i also work at the service desk, if i'm at SCO or on a register customers often come to me with late returns / exchanges.
if they have the receipt make sure you refund at that price (do a price override if needed), scan their card. make sure you mark the original receipt so the item will clearly be a refund. keep the original receipts and print them a copy. if it's over $10 have them fill out the slip that will automatically print. keep the receipt & slip with your till. some stuff shouldn't be returned like baby food, formula and anything bought with WIC.
really you could've just said you can't do it, you'll have to come back if you don't know how to do these things. plus the returned cake should get a customer return sticker on it so it doesn't go back to the shelf.
ask for help form someone above you if anyone is around.
since i also work at the service desk, if i'm at SCO or on a register customers often come to me with late returns / exchanges.
I wouldn't have done the exchange if not for my fellow associate assistance. He should have taken the time to teach me the procedure the first time around so I wouldn't have to ask in the future.
The customer did fill out the return /exchange slip and I put it with a copy of the receipt in the till. The cake went went to the reject pile.
