Exchanging a Product: What Do I Do?

[sherid]

I have never had to do an exchange before so I don't know exactly how it works so I need your help. At my show on Thursday a customer brought me her can opener that she purchased in July and wants to exchange it. She didn't tell me what she wanted to exchange for it she just handed me the bag with the reciept and opener. How do I go about exchanging this or would it be easier to return it and would she get a credit or what?

 

[NooraK]

Do you have any contact information for the customer? I would call her and ask if she wanted to exchange it for another product, or a new one. If you can't reach her, I'd do just a return, and have her get the credit.

In future situations, some questions to dig deeper may be necessary. With products like the can opener, it may be an issue of not knowing how to use it, and thinking it doesn't work properly. If that's not the case, I personally would encourage the customer to call Home Office themselves. This way, all questions will be answered quickly, and you don't get stuck sending something back.

 

[sherid]

Do you have any contact information for the customer? I would call her and ask if she wanted to exchange it for another product, or a new one. If you can't reach her, I'd do just a return, and have her get the credit.

In future situations, some questions to dig deeper may be necessary. With products like the can opener, it may be an issue of not knowing how to use it, and thinking it doesn't work properly. If that's not the case, I personally would encourage the customer to call Home Office themselves. This way, all questions will be answered quickly, and you don't get stuck sending something back.

I do have her info and will call and ask her that. The can opener is to hard for her to use with her stroke arm, and she insisted that I take care of it for her! She is a past costumer and host so I told her I would look into it!

Thanks!

 

[DebbieJ]

Also, we are not authorized to accept returns. I realize she is a past host and you want to keep her happy, but it is really the customer's responsibility to do the mailing. I will happily help facilitate by calling the Solution Center and getting the ball rolling, but I will not ship back anything for anyone at my expense unless I also have items from my home/kit that I am sending back.

 

[AnaCash]

Hi there! First of all, don't worry, exchanges are a common part of being a Pampered Chef consultant and I'm happy to help you with this. It's great that your customer brought in her can opener with the receipt, that makes the process much easier. In this case, it would be best to process a return and then have her choose a new can opener as an exchange. This way, she can choose the exact model she wants and you can ensure that she is satisfied with her purchase. As for the credit, she will receive a credit for the amount she paid for the can opener. Let me know if you have any other questions or if you need assistance with the return process. Happy cooking!