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You can’t help but chuckle a little. Here is a shopper with a perfectly good item she paid exactly $1 to purchase. And she stands in front of you wanting to return it for a full refund. The item works perfectly; she just changed her mind is all. Not only that, but the package is torn and no longer usable. Even worse, the item shows signs of some tough handling and use. So what do you do? What is the best way to handle this challenge? Here are some ideas and guidelines to consider. Come on; you only paid $1! How could anyone expect a refund; right? If this is your thought when you own a dollar store, then you better think again. While there aren’t a huge number of refund requests, there will be shoppers who do make requests on purchases of dollar store merchandise with and without problems. The same can be said for you as the business owner. Can you afford to lose a customer over dollar store merchandise you purchased for only 50-cents? The thought of losing a regular shopper over 50-cents might be enough to make the decision for you. On the other hand, possibly you feel there is too much risk in offering refunds for any reason. Maybe a better approach would be to compromise with an offer to make refunds on damaged or broken dollar store merchandise returned with the cash register receipt within 30-days of purchase. Establish a guideline. When you own a dollar store it should be your goal to make all information employees or shoppers need to know readily available. There are many possibilities to consider regarding whether to even open the discussion about refunds. After all the work to finalize a guideline, be sure to get it documented. Be sure to train each and every employee on the guideline as well. Finally, be sure make it easy for shoppers to know your guideline. Print the guideline in clear, easy to understand posters. Post them where they can be easily seen; behind each cash register for example. Don’t hide your guideline. Post it prominently. If you own a dollar store your goal is to make shoppers aware of the guideline so there are no hurt feelings or loud arguments at the cash registers. Place your guideline on all cash register receipts. Most cash registers can be programmed to include a printed notice matching the posters you have at the cash registers. This will reinforce your commitment to whatever refund and return guideline you decide to implement. Do not vary from the guideline. When you own a dollar store don’t allow deviations from the final guidelines you establish. This guideline needs to include you. If there are no refunds on dollar store merchandise, yet you routinely allow them if requested, create a guideline stating refunds are made only with manager approval. After all your goal is not to undermine and disillusion your employees and shoppers. It also not to become the center of discussion with every disgruntled shopper who comes into your store requesting a refund. To your success when you own a dollar store! Find out how you can open your own dollar store business.
Bob Hamilton is an entrepreneur, author, writer, business consultant and trainer.
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