STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 1 of 8
APPROVAL
Process Owner(s): ______Retail District Managers
______Approval: Summer Hatley, Vice President of Donated Goods
Robert Smith, President and CEO
PURPOSE
The purpose of this SOP is to ensure that all processes performed within our Retail Store(s) are consistent and uniform. Ultimately these procedures will protect the donations given to our Retail Store(s) from theft, damage, or any other harm.
INTENT
To provide our Goodwill Employees and Management teams with a guide to the correct procedure and policy governing refunds, exchanges and voids. As both refunds and exchanges are monetary items in nature, these steps are to be treated the same as when dealing with cash.
RESPONSIBILITES
District Manager(s) Monitor assigned Retail Store(s) operation Audit assigned Retail Store(s) for compliance
Maintain and Update SOP manual
Review procedures for feasibility and effectiveness
Train Management Staff(s) on procedure(s)
Store Management Maintain assigned Retail Store Inform associates of procedures STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 2 of 8
Audit daily for compliance Train associates in specific areas of responsibility Ensure associates are held accountable for procedures contained within STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 3 of 8
EXCHANGE AND REFUND POLICY
Merchandise may be exchanged within three (3) days of original purchase, provided the customer has the original receipt and a Rewards Card, and the color string tags are attached to any textiles.
Only a Goodwill Store Credit will be issued for any balance due, no cash is to be given without approval from a District Manager.
All refunds and exchanges must be entered into the POS system.
All refunds and exchange transactions are to be completed by a member of management only.
The Customer’s Rewards Card must be used for every refund or exchange.
o If the customer does not have a Rewards Card, a Rewards Card is to be issued before the refund or exchange can be processed.
o For new card holders the store manager will need to add the appropriate points to the card so as to bring the card balance to zero.
o If the customer does not want a rewards card we will not refund or exchange any items.
A valid ID must be checked in order to do any type of return.
o If the name on the ID does not match the Rewards card given, a new Rewards card account must be issued,
o If the customer denies the new account, no refund or credit is to be given.
A store credit is to be issued as a transaction by itself. No sale is to be entered in the same transaction as a refund.
A duplicate receipt is to be printed for all refund transactions.
The manager and the customer must sign the duplicate receipt. STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 4 of 8
Refund receipts must be attached to EOD paperwork.
No member of management is to perform a return for a family member. They are to call another member of management to the front, and the return must be completed on the other manager’s till.
If any refunds are granted, notify your DM via email at the end of the day. Please state the amount and the reason for the return.
If any voids are performed that day; notify your DM via email at the end of the day. Please state the amount and the reason for the void. STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 5 of 8
REFUND REPORT
A “Refund Report” is to be printed and reviewed by the store manager every day. In the absence of the Store Manager, this may be completed by the Assistant Manager.
The store Manager will verify all refund slips match the report, rewards cards are used for all transactions and no cash refunds were issued without DM approval.
The Store Manager will initial and date the report and the Cash Management form.
The report and receipts will be placed with the paperwork for the day
To retrieve and print your refund report:
o Log in to Counterpoint
o Click #3 Sales History
o Click #3 Reports
o Click #3 Returns
o In parameters tab click the box “show Payment Detail”
o Click on “Ticket History Detail” tab
o Enter your store # in both fields
o Enter yesterday’s date in both fields
o Click Preview
o Print report
VOIDING TRANSACTIONS
All voids are performed by management only.
No member of management may perform a void of a transaction that they rang up. They must call another member of management to perform the void. STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 6 of 8
Any transaction that will be voided out of the system will need to be reprinted BEFORE being voided.
All voids need to be signed by the manager and the cashier.
Credit card transactions must be voided in the POS and on the credit card terminal. Both slips must be kept with overnight paperwork. This must be done the same day as the original transaction.
VOID REPORT
A “Void Report” is to be printed and reviewed by the store manager every day.
The store Manager will verify all void slips match the report and the log, two signatures are present and a detailed reason for void is listed.
The Store Manager will initial and date the report and the Cash Management form.
The report and receipts will be placed with the Refund/Void Log for the day, and filed with the daily paperwork.
To retrieve and print your refund report:
o Log in to Counterpoint
o Click #3 Sales History
o Click #3 Reports
o Click #7 Void History
o Click on “Void History Header” tab
o Enter your store # in both fields
o Enter yesterday’s date in both fields
o Click Preview
o Print report given. STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 7 of 8
REDEEMING STORE CREDITS
A manager is required to redeem any store credit.
The cashier is to call a manager to the register.
The manager will verify the customer ID with the Rewards Card account given.
The manager will then redeem the Store Credit
o Hit “Store Credit” on the tender screen
o Select the magnifying glass to search
o Scan the receipt.
. If the customer does not have the store credit receipt, the manager can search by the Rewards Card account, again verifying the account info against the ID provided.
. The manager must ensure that the store credit is the correct credit for that customer.
o Select the correct store credit.
o Hit “OK”
o Hit “Apply”
o If there is a balance due, collect the rest of the payment and tender as normal.
o If there is no balance due, the receipt will print.
o Inform the customer of any balance left on the credit and instruct them to keep the original copy as well.
o Reprint a copy of the receipt and file with till paperwork at end of shift. STANDARD OPERATING PROCEDURE
► Refunds, Voids, & Store Credits Refunds, Voids, & Store Credits
Create Date: 26 July 2010 Revised Date: 14 Feb 2017 Page 8 of 8
Acknowledgement: I have read and agree to follow the procedure described above. I understand that failure to follow this procedure may result in corrective action.
______PRINTED NAME SIGNATURE DATE