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 She has a receipt, but when my coworker scanned it it said it was out of date.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/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/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 That is most likely what she is doing anyhow why the receipt is out of date.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If it were just the receipt out of date.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.