Playing hardball on refunds

Here are the rules we follow for handling refund requests in order of importance:

1. We require proof of purchase. If the customer does not have the receipt they must at least know the date and time so we can find the purchase – plus what else was purchased in the transaction. We do this search using our newsagency software that manages all sales. If we cannot find the purchase or are not  sure for any other reason, the conversation stops there.
2. If the goods are defective we provide a refund.
3. If the goods are not defective we make a judgement call on whether to give a store credit depending on the request. For example, for magazines that could have been read in the time the customer has had them – no.
4. If the goods were purchased more than a week ago, a store credit is unlikely.
5. If the goods are not in their original packaging then no store credit.
6. The louder the customer the less likelihood of a store credit.
7. We use the technology to help us in enforcing our rules, the make the no, if it is a no, less personal.

Some people try all sorts of scams to get store credits or cash refunds. It’s important we are wary and only letting through requests that meet reasonable requirements. It is also important we are consistent.