LL37

Hey dude, looks like he's not going to answer. And you don't need an answer from him to get what you want. You want a better way to handle it and clearly your managers aren't going to help you.

I recommend you share with the customer something like, "I'm not sure if this qualifies for a return, let me see what our options are really quick. I'll be right back." Then go get the manager, explain the situation and what YOUR recommendation is. "Hey Manager, this is the situation, it doesn't qualify for a return and I don't think we should do it." If they tell you to do it, then you can go back to the customer and say something like, "Good news! Even though this is outside of the return limits, we're still going to take it back." This sets up the customer not to automatically expect a return, lets your manager really decide and doesn't put you in the position of being the bad guy unnecessarily.

Your other tact should be to approach your direct supervisor with how they want handle this. Something like this, "Hey boss, I think I've been handling a few return situations poorly. When a customer wants to return something outside of policy and I say no, the on-duty manager usually overrides my decision. I don't think the customers like it very much and I sure don't like it when that happens. Doesn't feel great. I have an idea of how to improve it - when I have to say no, I'll say this (from above). What do you think?"

¿Oye como va?

Do people really use that saying or is it more of a ¿Qué onda?

I saw a stop sign with a small sticker on it that said "Pure Matt Ross" in the style of the Pure Michigan theme. Was that you?

Example: http://www.milodging.org/sites/default/files/post-thumbnails/pure-michigan1.jpg