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So I coined a new phrase today at work. The DuD! It stands for Dumbass of the Day. I decided to use the term because one customer just made my braincells fry.
Background:
When you use your debit card for large purchases where I live, they have a daily limit for withdrawal. Unless you have changed the limit with your bank, or forsaw you are making a large purchase on your debit and cleared it with your bank ahead of time, usually this limit is $1000.00. Most customers dont have this foresight and our debit readers will come up as "Contact Bank" for large transactions.
This is then solved by:
A)Using a credit card
B) Taking out cash from the ABM
C)Suspending your transaction so you can call your bank and get your limit raised
D) splitting the order between two cards (usually when there is a husband and wife)
Just to set the "tone" so to speak, even when I had just a little bit of contact with these two at the beginning they already seemed annoyed at small things and had the 'this is taking to long and your screwing things up that are so easy' kinda mentality and voice. You know the vibe
So a customer decided to purchase a television that would come out to 1084 with tax. With large orders a supervisor gets called over to authorize the purchase. When I got over to authorize the customer swiped her card with a "Contact Bank" line coming up.
SC: Whats going on?
Me: Do you have a limit on your card?
SC: I dont know! How should I know?
Me: If you dont know then its probably a thousand dollars. Thats usually what a base limit is. I then outline her options thinking she was paying attention
At this point I leave since I figure its handled as she then mentioned she would use another card. If they needed anything else the cashier would call me over.
We all know if this was a done deal I wouldn't be posting this right?
So I get called over and the customers are nowhere in sight and the cashier fills me in on what happened.
Apparently they asked her to attempt to use the wife's card twice, she told them it wont work but we dont mind proving people wrong. She then used her husbands card for the total. It also would not go through. The cashier told them it would work if they split the order, to which they agreed. The put $500 on the husbands card. Then the cashier asked for the wife's card and she started getting annoyed saying how big of an inconvenience this all is. She tells her to put the remaining total on the husbands card, which we know will not work. When it doesnt the husband and her pitch a fit telling the cashier that we dont know how to treeat customers right and we are causing a hassle. They then storm out and say that we have just lost a sale.
Anyone see an issue in that scenario? Lets recap.
-Bank has a limit, they are told they can split payment
-Instead of splitting they attempt to do it every other way, which will not work
-They place $500 from husbands debit towards transaction
-Get pissy when things dont go their way
-Tell the cashier she is incompetent and storm out
Hopefully you guys caught it. They left after putting 500 dollars onto a debit card and didnt get a refund
At this point I come into the picture and, since im a supervisor, I have to personally clear the order from the till, but since its suspended due to partial payment I have to tell the computer that the remainder of the transaction will be handled by our stand alone pinpad.
At this point I track down the customers number using their info from the reciept printed and I call them to make them aware that we owe them 500 dollars.
Eventually they phone back and this is how the phone convo went (thoughts in italics)
SC: What I dont understand is how the cashier let us leave knowing we had a partial payment!
Me: Well I wasnt present at that time but my understanding was that you left before she had an opportunity to inform you that you had to stay *also i saw you before and you where already agitated, and you are at the tills right by the exit, AND you guys knew that you paid this amount*
SC: Well she was horribly unhelpful, and as we where waiting for her to sort out the mess she causes she started taking other customers!
Me:*This is impossible as I personally had to clear the transaction, since she couldn't take any customers until the transaction was cleared and you where nowhere in sight* Well we obviously will gladly give you your money back, since you didn't actually buy anything. Are you free to come in today?
The rest was standard, where to come, who to talk to sorta deal.
fast forward to when they show up. Up till now I have been dealing with the wife, now I got SCW and SCM.
When I spot them....
Me: O hey your here! Awesome lets get that money back into your account!
SCM: *humph* what I want to know is why is your cashier stealing from us?
Me: Stealing from you? Thats why we are refunding your card since you gave us money for no product.
SCM: Well she wouldnt help us and then let us walk off without our money!
Me: Well like I said I wasnt there to see the final incident but thats why we are giving you 500 right now.
SCM: And whats with this bullshit of limits that she was throwing at us, I have over 100,000 in that account!
At this point I go into the explanation, AGAIN, of how the bank limits work, the whole time working out the refund on our stand alone terminal.
SCM: Well I expect compensation for this, you guys lost a sale.
Me: Compensation? Unfortunately I cant authorize anything but I can ask a manager for you if you like.
SCM: Do that!
Now i go and talk to one of my managers, who laughs along with me about how the customer got mad at something that isnt our fault, walked away from the store, blamed us for not physically stopping him, and blaming our cashier for their mistakes. He decides to give them the ' Here yah go, let the door hit your ass on the way out" compensation, which is a 5$ gift card. It such a small amount that they cant get anything with it really, since we know this is in no way our fault.
Me: Alright I can give you guys 5 bucks.
SCM: Thats it!?
Me: Thats all my manager authorized.
SCM: *grumble grumble* fine whatever, you guys lost a sale
Me: Here yah go! Bye now
Told my manager they took the 5 bucks and he said that was a good thing because if he had to go talk to them he would have pulled eve the 5 off the table and said cya.
Background:
When you use your debit card for large purchases where I live, they have a daily limit for withdrawal. Unless you have changed the limit with your bank, or forsaw you are making a large purchase on your debit and cleared it with your bank ahead of time, usually this limit is $1000.00. Most customers dont have this foresight and our debit readers will come up as "Contact Bank" for large transactions.
This is then solved by:
A)Using a credit card
B) Taking out cash from the ABM
C)Suspending your transaction so you can call your bank and get your limit raised
D) splitting the order between two cards (usually when there is a husband and wife)
Just to set the "tone" so to speak, even when I had just a little bit of contact with these two at the beginning they already seemed annoyed at small things and had the 'this is taking to long and your screwing things up that are so easy' kinda mentality and voice. You know the vibe
So a customer decided to purchase a television that would come out to 1084 with tax. With large orders a supervisor gets called over to authorize the purchase. When I got over to authorize the customer swiped her card with a "Contact Bank" line coming up.
SC: Whats going on?
Me: Do you have a limit on your card?
SC: I dont know! How should I know?
Me: If you dont know then its probably a thousand dollars. Thats usually what a base limit is. I then outline her options thinking she was paying attention
At this point I leave since I figure its handled as she then mentioned she would use another card. If they needed anything else the cashier would call me over.
We all know if this was a done deal I wouldn't be posting this right?
So I get called over and the customers are nowhere in sight and the cashier fills me in on what happened.
Apparently they asked her to attempt to use the wife's card twice, she told them it wont work but we dont mind proving people wrong. She then used her husbands card for the total. It also would not go through. The cashier told them it would work if they split the order, to which they agreed. The put $500 on the husbands card. Then the cashier asked for the wife's card and she started getting annoyed saying how big of an inconvenience this all is. She tells her to put the remaining total on the husbands card, which we know will not work. When it doesnt the husband and her pitch a fit telling the cashier that we dont know how to treeat customers right and we are causing a hassle. They then storm out and say that we have just lost a sale.
Anyone see an issue in that scenario? Lets recap.
-Bank has a limit, they are told they can split payment
-Instead of splitting they attempt to do it every other way, which will not work
-They place $500 from husbands debit towards transaction
-Get pissy when things dont go their way
-Tell the cashier she is incompetent and storm out
Hopefully you guys caught it. They left after putting 500 dollars onto a debit card and didnt get a refund
At this point I come into the picture and, since im a supervisor, I have to personally clear the order from the till, but since its suspended due to partial payment I have to tell the computer that the remainder of the transaction will be handled by our stand alone pinpad.
At this point I track down the customers number using their info from the reciept printed and I call them to make them aware that we owe them 500 dollars.
Eventually they phone back and this is how the phone convo went (thoughts in italics)
SC: What I dont understand is how the cashier let us leave knowing we had a partial payment!
Me: Well I wasnt present at that time but my understanding was that you left before she had an opportunity to inform you that you had to stay *also i saw you before and you where already agitated, and you are at the tills right by the exit, AND you guys knew that you paid this amount*
SC: Well she was horribly unhelpful, and as we where waiting for her to sort out the mess she causes she started taking other customers!
Me:*This is impossible as I personally had to clear the transaction, since she couldn't take any customers until the transaction was cleared and you where nowhere in sight* Well we obviously will gladly give you your money back, since you didn't actually buy anything. Are you free to come in today?
The rest was standard, where to come, who to talk to sorta deal.
fast forward to when they show up. Up till now I have been dealing with the wife, now I got SCW and SCM.
When I spot them....
Me: O hey your here! Awesome lets get that money back into your account!
SCM: *humph* what I want to know is why is your cashier stealing from us?
Me: Stealing from you? Thats why we are refunding your card since you gave us money for no product.
SCM: Well she wouldnt help us and then let us walk off without our money!
Me: Well like I said I wasnt there to see the final incident but thats why we are giving you 500 right now.
SCM: And whats with this bullshit of limits that she was throwing at us, I have over 100,000 in that account!
At this point I go into the explanation, AGAIN, of how the bank limits work, the whole time working out the refund on our stand alone terminal.
SCM: Well I expect compensation for this, you guys lost a sale.
Me: Compensation? Unfortunately I cant authorize anything but I can ask a manager for you if you like.
SCM: Do that!
Now i go and talk to one of my managers, who laughs along with me about how the customer got mad at something that isnt our fault, walked away from the store, blamed us for not physically stopping him, and blaming our cashier for their mistakes. He decides to give them the ' Here yah go, let the door hit your ass on the way out" compensation, which is a 5$ gift card. It such a small amount that they cant get anything with it really, since we know this is in no way our fault.
Me: Alright I can give you guys 5 bucks.
SCM: Thats it!?
Me: Thats all my manager authorized.
SCM: *grumble grumble* fine whatever, you guys lost a sale
Me: Here yah go! Bye now
Told my manager they took the 5 bucks and he said that was a good thing because if he had to go talk to them he would have pulled eve the 5 off the table and said cya.
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