How to manage change of mind return requests while keeping staff, customers and visitors safe.

Our standard policy is no change of mind refunds. However, managers may use discretion to authorise an exchange, store credit or refund where it is appropriate to safely resolve a situation.

People always come before policy.

Step 1 – Explain the Policy

When a customer requests a change of mind refund:

1. Listen to the customer.
2. Check for proof of purchase.
3. Confirm it is a change of mind return.
4. Politely explain our return policy.

Example:

"I'm sorry, but we don't offer refunds for change of mind purchases. Our return policy is shown on the receipt and at the counter." Do not argue with the customer.

Step 2 – If the Customer is Disappointed

Remain calm.

• Let them finish speaking.
• Listen without interrupting.
• Acknowledge their frustration.
• Avoid becoming defensive.

Remember:

Our goal is to get customers out enjoying their adventure.

Sometimes they've simply purchased the wrong size, wrong model or the wrong product.

While our standard policy is no change of mind refunds, managers may use discretion to help customers leave with the right product or safely resolve an interaction.

Helpful phrases

• "I understand why you're disappointed."
• "I know that's frustrating."
• "Let's see what we can do."
• "Our goal is to get you the right product for your adventure."
• "Let me grab a manager to come and help."

Avoid saying

• "That's not my problem."
• "It's policy."
• "You should have read your receipt."
• "There's nothing I can do."

These statements often increase frustration.

Step 3 – Get a Manager

If the discussion is becoming difficult, or if the customer asks go get a manager, before leaving fill out the warranty form, and make sure you’ve got all the information to explain to the manager.

Ask the customer to wait while you brief the manager.

Example: "Would you mind waiting here while I explain everything to the manager? They'll come and speak with you shortly."

Or "Would you like to have a look around the store while I grab a manager?"

Where appropriate you may also offer a seat or a glass of water.

Step 4 – Manager Takes Over

When a staff member asks for help, they may be asking you to take over. Ask if they want you to take over of they can handle it.

Your role is to de-escalate the situation, support your team member and work towards a safe outcome.

Managers should:

• Introduce themselves.
• Thank the customer for waiting.
• Speak slowly and calmly.
• Listen without interrupting.
• Let the customer explain the situation.
• Ask open questions.
• Build rapport before discussing policy.
• Look for ways to solve the problem rather than reasons why it can't be solved.

·         Maintain open, relaxed body language. Avoid folding your arms, standing with your hands on your hips, pointing, or making abrupt gestures, as these can unintentionally escalate the situation.

Examples:

• "Hi, I'm Natasha, one of the managers. Thanks for waiting."
• "Can you tell me what happened today?"
• "What were you hoping we'd be able to do?"
• "Were you buying it for yourself or as a gift?"
• "I can understand why that would be frustrating."

Customers often need to feel heard before they are ready to hear the answer.

Step 5 – Manager Discretion

If the interaction continues to escalate, your priority changes.

Your goal is no longer to enforce policy. Your goal is to safely end the interaction.

Depending on the circumstances, managers may authorise:

• Exchange
• Store credit
• Refund

This does not mean the customer was correct.

It means the manager has exercised discretion to achieve the safest outcome.

The safety of our staff, customers and visitors always takes priority over enforcing a store policy.

Step 6 – When the Discussion Isn't Going Anywhere

1. Recognise that neither person is changing the other's mind.
2. Stop debating the policy.
3. Offer to escalate to the owner or continue the discussion another day.

“I'd like to make sure your concerns are properly considered. If you're happy, I'll take your details and ask the owner to review everything before we make a final decision.”

4. If the customer accepts, end the interaction positively.
5. If the customer continues to escalate, explain that your priority is everyone's safety and, if necessary, ask them to leave and contact police.

 

 

 

 

Step 7 – After the Incident

Once the situation has been resolved and it is safe to do so:

Immediate Actions

• Check that all staff and customers are safe.
• If police attended, follow any directions they have provided.
• Secure any relevant CCTV footage if required.

Support Your Team

Managers should check in with any staff involved in the incident.

Where practical, move the conversation to the office or tea room away from customers.

Ask questions such as:

• "Are you okay?"
• "How are you feeling?"
• "Is there anything you need right now?"
• "Would you like a few minutes before returning to work?"

Managers should also check in with each other after the incident. Supporting one another is an important part of maintaining a safe workplace.

Documentation

Complete all required documentation as soon as practical, including:

• Hazard / Incident Report.
• Witness statements from any staff who saw or heard the incident.
• Police event number (if police attended).
• Details of any injuries, threats or property damage.

Review at the safety meeting

After the incident, consider:

• What happened?
• What worked well?
• Could anything have been handled differently?
• Does the team require additional training or changes to procedures?

The purpose of this review is to improve our response in the future, not to blame staff.

Remember: Aggressive customer incidents can be stressful. Checking in with one another after the event is just as important as managing the incident itself.

 

NOTE Staff Privacy: Staff must never provide another employee's details to a customer ie: surname, address, phone number.

 

Remember

1. Explain the policy
2. Listen and empathise
3. Manager takes over
4. Manager to use discretion to close the issue
5. Pause the discussion if you're not getting anywhere
6. If necessary, ask the customer to leave and involve police