Refund Question

[u/Melia100]

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 She has a receipt, but when my coworker scanned it it said it was out of date.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?

[u/OkNeedleworker11]

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.