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Got another one a few minutes ago!!
Girl comes in, and the following occurs.
Her: Hi, I need to return a book.
Me: Ok, ma'am, I can certainly help you with that, are you returning a rental, or trying to sell it back.
Her:...just...returning it, you know?
Me: (No, I DON'T know, it's why we ASK!) Ok, can I just see your ID?
She hands it over, and I get logged in, scan the book...hey it's sold new for $54, used for $40, and we're using it again for the fall, requisition just uploaded, so...instead of $15 guide, I offered her $27.
Her: Even if I kept my receipt!?
Me:
...yes, ma'am, the last day for full refunds is--
Her: IT SAYS I HAVE UNTIL THE 14TH ON MY RECEIPT!!
I look at the receipt. Why yes, it DOES say the last day for refunds is July 14th...for the July session class that starts on Monday, July 9th. But, ok, it might have been for a mini term that started mid june, so I asked her, when did she take the class?
Her: It just ended the other day, but I have until the 14th!
Me: No, ma'am, that's for Summer Session B. See, it says so right here on the receipt. If your class was last month, then you were Summer Session A, and the last day for refunds for that session was June 11th.
Her: So I don't get a full refund?
Me: (I had been looking over her receipt) Um, no ma'am, I couldn't refund you in full, anyways, it looks like you charged these to Financial Aid, and this particular Financial Aid code is expired...
Her: Yeah, I think the last day to use that was last June 14th or something.
Me: the 11th.
Her: Of July?
Me: :facepalm: No, ma'am, of JUNE.
Her: Yeah, they said something like that because mine was a June term class.
Me: (Oh gods, will you stop punching my braincells in the FACE!!) Yes, but the return date says right here, it's for July term, session B
Her: What's session B?!
Me: ....
I couldn't say anything. I couldn't. NOTHING polite would come out at that point.
Her: So, you're saying that all you'll give anyone is $27? That's IT?
Me: Yes, ma'am, and that's because it's been requisitioned for Fall term. the actual guide price is only $15.
Her: Will you at LEAST give me the 10%?
Me: What 10%?
Her: The 10% I'd get online!
She's referring to something my company does. if you go to sell back textbooks on the company website, a quote is generated. Bring it in before it expires, and you get guide price, plus an additional 10% bonus. This is ONLY available online, no way around it in our system. The online system generates a barcode we scan, to apply the total amount.
Me: I'm sorry ma'am, I can't do that in store
Her: So I HAVE to go online, to get close to $30?
Me: (at this point, I'm getting annoyed, and I probably should've just let her go, but nnnoooo, I had to open my mouth...) Actually, online, the guide price applies, so you'd only get the $15 plus 10% of THAT amount, for $16.50
Her: You told me $27.
Me: YES. in MY store. Since the book is being used again here in MY store.
After more along this vein (seriously, she was here, selling a single book for over 20 minutes, with her toddler shrieking for juice the entire time...), she finally agreed to the $27 and I completed the transaction and hustled her out of the store as politely as I could.
Meh.
Bonus. Boss has now instituted a score card we keep in the safe office (no chance of customers seeing it EVER!) it's a simple sheet of paper, with 2 columns. One labeled "S" and one labeled "N". Every day we get a stupid/sucky guest in to do a buyback, we add to the tally, and same for Nice. So far, 2 buybacks. 2 tallies in the S column.
What jooooooy!!!
Girl comes in, and the following occurs.
Her: Hi, I need to return a book.
Me: Ok, ma'am, I can certainly help you with that, are you returning a rental, or trying to sell it back.
Her:...just...returning it, you know?
Me: (No, I DON'T know, it's why we ASK!) Ok, can I just see your ID?
She hands it over, and I get logged in, scan the book...hey it's sold new for $54, used for $40, and we're using it again for the fall, requisition just uploaded, so...instead of $15 guide, I offered her $27.
Her: Even if I kept my receipt!?
Me:
...yes, ma'am, the last day for full refunds is--Her: IT SAYS I HAVE UNTIL THE 14TH ON MY RECEIPT!!
I look at the receipt. Why yes, it DOES say the last day for refunds is July 14th...for the July session class that starts on Monday, July 9th. But, ok, it might have been for a mini term that started mid june, so I asked her, when did she take the class?
Her: It just ended the other day, but I have until the 14th!
Me: No, ma'am, that's for Summer Session B. See, it says so right here on the receipt. If your class was last month, then you were Summer Session A, and the last day for refunds for that session was June 11th.
Her: So I don't get a full refund?
Me: (I had been looking over her receipt) Um, no ma'am, I couldn't refund you in full, anyways, it looks like you charged these to Financial Aid, and this particular Financial Aid code is expired...
Her: Yeah, I think the last day to use that was last June 14th or something.
Me: the 11th.
Her: Of July?
Me: :facepalm: No, ma'am, of JUNE.
Her: Yeah, they said something like that because mine was a June term class.
Me: (Oh gods, will you stop punching my braincells in the FACE!!) Yes, but the return date says right here, it's for July term, session B
Her: What's session B?!
Me: ....
I couldn't say anything. I couldn't. NOTHING polite would come out at that point.
Her: So, you're saying that all you'll give anyone is $27? That's IT?
Me: Yes, ma'am, and that's because it's been requisitioned for Fall term. the actual guide price is only $15.
Her: Will you at LEAST give me the 10%?
Me: What 10%?
Her: The 10% I'd get online!
She's referring to something my company does. if you go to sell back textbooks on the company website, a quote is generated. Bring it in before it expires, and you get guide price, plus an additional 10% bonus. This is ONLY available online, no way around it in our system. The online system generates a barcode we scan, to apply the total amount.
Me: I'm sorry ma'am, I can't do that in store
Her: So I HAVE to go online, to get close to $30?
Me: (at this point, I'm getting annoyed, and I probably should've just let her go, but nnnoooo, I had to open my mouth...) Actually, online, the guide price applies, so you'd only get the $15 plus 10% of THAT amount, for $16.50
Her: You told me $27.
Me: YES. in MY store. Since the book is being used again here in MY store.
After more along this vein (seriously, she was here, selling a single book for over 20 minutes, with her toddler shrieking for juice the entire time...), she finally agreed to the $27 and I completed the transaction and hustled her out of the store as politely as I could.
Meh.
Bonus. Boss has now instituted a score card we keep in the safe office (no chance of customers seeing it EVER!) it's a simple sheet of paper, with 2 columns. One labeled "S" and one labeled "N". Every day we get a stupid/sucky guest in to do a buyback, we add to the tally, and same for Nice. So far, 2 buybacks. 2 tallies in the S column.
What jooooooy!!!
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