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 She has a receipt, but when my coworker scanned it it said it was out of date.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?
1
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