(I am helping a customer with a return. Due to past misuses of the system, our registers are set to only do returns in the original payment method, or as a store gift card.)
Me: “Alright, ma’am, this was done as debit. I can either put it on a gift card, or back onto the same card, if you have it on you.”
Customer: “What? Debit’s the same as cash! Why can’t I get cash?”
Me: “I apologize, but that’s our policy. We can only do it in the method it was originally done, or store credit.”
Customer: “Well that’s just wrong. Debit is the same as cash! Everywhere!”
Me: “I understand, and I am sorry, but these are the only options I’m allowed.”
Customer: *handing me her card* “Well fine, put it back on the card.”
Me: *as I slide the card* “It may take one or two business days to show back up. Here’s your copy of the return, and I hope you have a nice day.”
Customer: *reading her return receipt* “Hey! It says credit on here! I paid debit!”
Me: “Yes, ma’am. The system has to credit it back to your card. It looks a little weird, but the money is going back.”
Customer: “If I use credit, I’ll be fined! My card doesn’t do credit! That first receipt said debit!”
Me: “Yes, the original purchase is definitely debit. Ma’am, it’s not charging your card; it’s crediting money back. I don’t know your particular bank, but there’s never been an issue—”
Customer: “What is your name? If there’s a problem, I want to know. And give me that original receipt back. It says debit.”
Me: “I’m [Name]. Give me just a second to copy some info off this receipt onto the return, and you’ll have it right back.”
(At this point, the customer is fed up, and leaves without waiting for her original receipt. I staple it to the return, and turn to help the next customer. Several days later, the same customer approaches me.)
Customer: “Hi. I was in here a couple of days ago, and you were helping me with a return. I… just wanted to apologize for the way I treated you. I was having a bad day, and I shouldn’t have taken it out on you.”
Me: “Oh! Thank you! I take it the return processed as it should?”
Customer: “Yes. But even if it hadn’t, there’s no excuse for the way I was acting.”
Me: “Well, thank you. Everyone has a bad day now and then.”
(Her making a point to return and say sorry was such a pleasant surprise; it improved the whole rest of my shift.)
better a honest answer as a faked one 
xx
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