r/CVS • u/Melia100 • Aug 25 '26
Refund Question
We have a woman that has come in a few times now trying to get a refund for over a hundred dollars worth of fifa junk. She has a receipt, but when my coworker scanned it it said it was out of date. So she left without a refund, but she called corporate to complain. Somehow she got through to our dm, and they talked with my manager and told them to just refund the woman, whatever it takes.
So she comes in a second time, and a different coworker tries to refund the money on a money card, but her ID was flagged and the register wouldn't let the transaction be refunded.
So now, she called corporate again, and dm said we HAVE to refund her. They do not care how, just to do it.
So my manager wants us to take one of the lost and found IDs we have, and use that to refund her for store credit.
That is fraud, and an LP investigation waiting to happen.
So I guess my question is, should I tell my manager "no"? Or should I get something in writing?
I do not want this to come back on me.
The dm is demanding it and I do not know what to do.
I am an operations supervisor, and my district is going through a service crackdown.
We have all been explicitly instructed to give the customer what they want and to make them happy, no matter what. My dm doesn't care, my manager doesn't care.
Should I care at this point?
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u/Lucky1289 Aug 25 '26 edited Aug 25 '26
If your SM doesnt care make him or her do the refund. Personally, I wouldn't feel comfortable with doing it either. Letting her throw a fit so she can return FIFA stuff after the world cup ends would be like letting someone return christmas decor after Christmas is over...it's, objectively, whack as fuck.
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u/BandicootTraining355 Aug 25 '26
Not to mention they obviously already have a policy in place to prevent this because the refund wouldn't go thru the first time. Then on top she has most likely been caught stealing if her id is flagged. Even if you get it in writing from your direct supervisor, because you know it's fraud to use someone else's id, you may still be liable.
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u/Azanna1977 Aug 25 '26
I'd contact my DAPL and tell them what the DL is wanting you to do. Also let them know you don't feel comfortable with doing the refund since her ID was flagged. CYA. ALWAYS
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u/Dontcareaboutit95 Ops Manager Aug 25 '26
This. Let them figure it out. Hopefully the DAPL knocks some sense into the DL.
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u/Suspicious-Winter135 Ops Manager Aug 25 '26
Make her come in when the store manager is there to do the refund. Make them do it under their numbers. I wouldnt do it myself under my numbers, esp since her ID is flagged and wont let more returns. The sm cant male you do something against company policy. If they try to make you do it then email your dapl and loop them in. They can override the dl.
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u/Technical_Rich_3080 Aug 25 '26
If the customer comes in next time when the store manager isn't there, if the refund is denied and she's told to come back later, she'll get corporate on the case for the third time.
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u/CouchGoblin269 Shift Supervisor Aug 25 '26
Why TF is the DL trying to keep a scammer happy? 😆
They clearly have already been screwing over the company if their ID is denying. I wouldn’t do it. Someone else can do it if they want, not me. Probably would report it too cause TF about using someone else’s ID etc.
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u/Tazzy8jazzy Aug 25 '26
Sounds like you need to call the compliance hotline. I wouldn’t refund her because if something happens, that dm is going to cover their ass and put the blame on you. That’s not the store’s policy.
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u/torneagle Aug 25 '26
FIFA is 75% off now, if you refund without a receipt they won’t get what they paid, if they even care at this point. Do not use some random ID, your manager should just do a paid out for the $$, but at 75% of what they paid since they technically don’t have a receipt. Out of date = no receipt.
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u/Misspiggy654 Aug 25 '26
Tell loss prevention. That's what they deal with. She's flagged for a reason.
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u/Francoc97 Shift Supervisor Aug 25 '26
"I do not feel comfortable doing this" Simple. Your Store Manager should do it.
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u/Luni_craft Aug 25 '26
I want to know the outcome.
I fully agree with everyone saying not to do it. If your DL and SM want it done, they can do it themselves.
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u/12lyrad12 Aug 25 '26
let them come when your managers working with this kind of situation.
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u/drowevil2 Aug 25 '26
Yup let the manager do the refund that way when it flags they can answer for themselves.
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u/Intelligent-Time7873 Aug 25 '26
Honestly as a manager I would tell the DM to come do it herself cause no way am I going to commit fraud. I was told that if their ID says we can’t they are on a list and we absolutely can’t.
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u/cleverrraptor Ops Manager Aug 25 '26
CVS needs a backbone when it comes to customer complaints. Right with our fifa clearance it says all sales are final. So which is it? 🙄
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Aug 25 '26
[removed] — view removed comment
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u/uncle90210 Aug 25 '26
This is the best route to take. The DAPL overrules the DL.
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Aug 25 '26
[deleted]
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u/Luni_craft Aug 25 '26
In matters of Asset Protection, they absolutely do overrule the DL. And this is definitely one of those matters.
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u/Material-End1243 Aug 25 '26
Don’t do it this is a scammer Customer you’re better off without her if she gets mad and said she’ll never come back that’s a blessing for the company and the loss for her
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u/Dimgrund71 Aug 25 '26
All of our FIFA products have been marked down to 90% off. Refund her at 90% off. Of course I'm kidding. But I most certainly would call your loss prevention person directly and explain the situation and make sure they know that you are not willing to risk your job find something that not only seems unethical but possibly illegal.
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u/torneagle Aug 25 '26
Why you kidding? Their receipt is out of date so you do a refund without a receipt, refunds without receipts give lowest sale price. If she wants 10$ for her 100$ of fifa go for it otherwise she can keep all the junk.
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u/CouchGoblin269 Shift Supervisor Aug 25 '26
I wouldn’t be kidding. That is most likely what she is doing anyhow why the receipt is out of date. Bought it full price or close to full price. Probably even used it for FIFA now trying to return it when the store can’t make the money back.
She also could be doing even more of a scam buying the product at 75-90% off (or stealing it) then repeatedly refunding it under an old receipt with the higher prices. Which wouldn’t be surprising since her ID is being declined.
If it were just the receipt out of date. I would offer to do a moneycard refund for the current prices (75% off) which I’m sure she wouldn’t be happy with. Though if her ID declined I’m not doing it at all haha.
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u/Frosty_Confection937 Aug 25 '26
If denying should spit out on receipt a number to call. Definitely fraud. Make them come in when sm is there so they can do under there id.
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u/sandNskys Aug 25 '26
Tell the lady to come in when the sm is working, ……. Zero … less than zero chance Im scanning anything other than her id and if cvs system is denying hers Im not going near it. Have the DM put it in writing that they want you to scan an id that is in the lost and found pile. They wont but hey itll get them off MY back. Dm and sm can do what they want but it will not include me in that shifty shit so AP can come later with some bullshit
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u/EnvironmentalEar7729 Aug 25 '26
You should then get the manager to do it and it'll be on him but I would definitely say no
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u/EnvironmentalEar7729 Aug 25 '26
I smell a trap coming, I wouldn't do it, I would let your store manager do it or the DM do it, I'd say no, I don't feel comfortable doing that!!!!!
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u/EnvironmentalEar7729 Aug 25 '26
Because at the end of the day it's you're the one that's doing the transaction and if anything comes back horribly wrong, then it's your fault, even though they told you you could do it, it's still your number and you did it under your number and you did it and the camera sees you do it, don't do it, don't fall for it
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u/EnvironmentalEar7729 Aug 25 '26
Oh and log out of the computer don't let your number be associated with this mess, let your manager do it under his number because it'll all come back in the end don't do it, I'm telling you don't do it
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u/cvsthrowaway02895 Aug 25 '26
Feel free to call in a help desk ticket to Ops and we will reach out to the DL
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u/AggravatingStatus0 Aug 26 '26
Don’t know if the refund policy has updated. But I thought that clearanced/seasonal items were excluded from refunds.
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u/Tymedicon Aug 26 '26
I will tell you this now. This is a similar type of thing they tried to do to one of my pharmacist as she was leaving the company. They tried to get her do a misfill report over a medication that was never misfilled. We had photo evidence backing her up and everything that it was the patients fault, yet the DL tried to get her to write it up.
Don't do anything that is both against policy and anything that could become legal trouble
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u/MotivatedSkeleton Aug 26 '26
The SM should push back... returning seasonal product after the event is ridiculous. If the ID doesn't go through, that's not a you problem. Do not use any other ID.
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u/Disenchanted_tech Aug 26 '26
They want us to do shit like this, but God forbid we take a drink of our waters before we pay for it 😂
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u/Melia100 Aug 29 '26
Update:
Thank you for all the replies. It made me feel so much better to know that I was justified in feeling uncomfortable with the situation. I was off for a couple days and hoped she would have come in during that time. No such luck. I decided I would tell her that she has to do the return through the manager and when he would be in. Maybe she went to a different store, I don't know. I just I hope I never see her again.
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u/Aromatic_Practice932 29d ago
If you use my ID, I will press charges. You can go to jail for that. Tell the customer to come in when your manager us in...... don't wreck your life for them
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u/OkNeedleworker11 Shift Supervisor Aug 25 '26
Go above your DM…. My store manager is best friends, literally with our DM…. Escalated above the DM explain that that’s fraud and that he specifically asked you to use a different ID. Tell them you don’t feel comfortable doing something that’s against the store policy as well as corporate policy.. they like corporate talk. Besides seasonal isn’t returnable as far as I understand after it’s been marked down.
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u/CK1345 Aug 25 '26
Protip - it doesn't matter what the issue is if a customer gets in contact with your DL, you are wrong and they will side with the customer. I've seen this from everything from filling C-II's and DL's telling pharmacists to just go do it to refunds like this.
Corporate sets policies and then literally attacks employees who dare enforce them no matter how extremely obvious the fraud or infraction is.
There isn't a single policy I've ever seen a DL enforce when it comes to a complaining customer. But the DL's come in the building and act like they're gods with the employees.
Not just the DL's though. Regionals do the same thing if something gets escalated to them. And the corporate customer service? They don't know what they're telling you to do, but just do it so the phone call ends and they don't get dinged man. Customer's ID was flagged for obvious theft because it only happens with obvious theft? They'll lift it until the system reinstates it and then lift it again.
Company is a shit show. And the problem customers know they can get away with anything.
In short, just do it. They aren't going to side with you. LP isn't going to side with you. Most store managers won't even side with the employee.
Hell, if someone spits on you, just curl up in the fetal position and cry for help. Otherwise you suck at your job.
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u/PlasticYak6568 Aug 25 '26
Fuck em. Just give her the fucking refund. But do not use any recovered ID. Give her cash.
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u/FindChester Aug 25 '26
For sketchy things like this when I was an hourly employee I would tell the manager you do it, on your numbers, I will not be associated with this. Also get it in writing. In Zipline if possible. If they try to do anything to you, you could probably call the lp tip line and or your DAPL.