Here's the full story: this guest attempt to order a product through .com using her debit card. The card was declined (she had been having issues at Amazon as well, so she doesn't believe it was Spot's fault). The next day, she attempted to order the product again and it went through. Tuesday she came home and discovered she had two of the product waiting for her. But her card had only been charged once.
So she brought in the extra one, and explained the situation. I tried returning it against the shipping slip, but it said it couldn't find the order, and to call the number. Not wanting to do that, I asked the TL at the time if she had any suggestions. We could have returned it against the card, but then if there was something wrong with the one she did keep, she would have been out of luck saying it had already been returned. The TL saw my dilemma and told me to call the number, since she wasn't sure. So I called and explained it, and eventually they told me just to do a no receipt return when they couldn't figure out what to do about the shipping slip not finding it.
This made sense to me since we (the specific store) were getting a product back, so we had to give out something in return. They always say the store side and .com side are separate, anyway. The guest got back about half of what she paid for the other one on a gift card that I had to do an override on. So the guest got $75 on a gift card for being honest. We put it back on the floor for about half that price.
Well, tonight the guest came back to tell us that the .com people got around to charging her for the second one. WTF? So the gsa at guest services calls over the APTL and me so I could explain myself. Since the guest had the receipt with the no receipt return with her, we had the dpci, so we looked it up on her card, attempted to return it twice to ensure that there were, in fact, two charges on it, and then just did a return on the one, so it got credited back to her account. Then we gave her $35 on a gift card for the inconvenience.
After she left, the gsa got all pissy with me for doing the return in the first place, and told me I should have just taken the product back and sent the guest on her way. She told me that it was no different than a guest who walks out of the store without paying for a product and then tries to bring it back. I was confused, because I honestly thought it would be different because one was theft and the other was the .com's fuck up. So I ended up apologizing and slinking away, being very thankful it was the end of my shift.
So, do we just thank the guest and take the product or do we do a no receipt return and give the guest some compensation?
All I know now is that while the TL told me the other night I made the right call, I now have the aptl and another gsa pissed at me.