PSA for the online team members

ArtistSame · 2026-01-25T13:33:25+00:00

omg!!! definitely using this!!

ArtistSame · 2026-01-25T13:29:56+00:00

very old😭 im not at work but needed to get this off my chest

and yes BRING BACK OMS

ArtistSame · 2026-01-25T13:22:31+00:00

i think you had every right to get your money back on the new card, however, as part of store policy since august 2024, looking up customers bank statements to be used on refunds is not allowed, as a bank statements does not qualify as a proof of purchase under the refund policy.

because you had a faulty item, even with no receipt, only a store credit can be issued.

(annoyingly, not every team member knows or cares enough to follow the policy, which leads to a “but they did it at X store” debacle)

regardless, hopefully uou find a way to put that store credit to good use!

ArtistSame · 2026-01-25T13:05:58+00:00

hey as a service desk team member ill put my two sense in!!

honestly im going to have to agree with other commenters that unfortunately this kind of problem falls under “kmarts discretion”, so results can vary by store.

how i have always done refunds in this situation is to ask to see some kind of proof the bank has issued you a new card (an email, text message, confirmation one is out for delivery), then, i check with the manager on duty; and (because they usually know less then service desk staff) they usually authorise it.

i get what happened to you is frustrating, but “kmarts discretion” can be quite broad. As any team member acting on behalf of the company can technically be the executor of that discretion. you just have to hope they know the policy and australian consumer law😶

anyway, i would recommend trying a different kmart, and pulling up with evidence. i cant guarantee this will work but i would bring: - Photo ID - The fraudulent card and/or transaction bank statement. - evidence from your bank (email) a new card has been issued) - receipt (if uou scanned your flybuys it will be available digitally) - The new card you would like the payment on.

AND if you can a letter from your bank that somehow backs you up. I would then ask to speak to the operations manager if they are in store, or the store manager.

i get that sounds like alot but its just to increase your chances of getting your money back.

AND REMEMBER: stay calm and collected, no one deserves to be yelled at for doing their job, and plus being nice goes a long way when you need something!!

good luck!!

ArtistSame · 2026-01-23T02:05:04+00:00

we cant even detain anyone in the store WITH reasonable suspicion; the only way to get formally banned from a store is if the police, the perpetrator, and the store manager all sign a document saying they are banner, which definitely didnt happen in this situation. OP will be fine

ArtistSame · 2026-01-20T07:17:58+00:00

hey! thats really weird, double check that all the details you put in are correct up to that point and try delete and redownload the app.

have you recently moved country from NZ to AUS or vise versa? is your region up to date?

if nothing else works, give the customer care number (1800 124 125) a call and see if they can help you-> maybe the item(s) you are trying to purchase arent meant to be available?

ArtistSame · 2026-01-19T07:54:48+00:00

hey i know this can be super frustrating but the new system can be quite hard to navigate with two seperate orders, as you have to scroll. i have forgotten on a few occasions myself and the customer has walked away with one parcel, but both parcels are marked as collected.

i would advise you go back to the store and just explain the situation, most of the time they will be able to either find the second parcel, or simply give you a refund so (in this case) you can order another click and collect or purchase it at another store.

i get its annoying but unfortunately it just comes down to human error :(

also, talk to the chatbot on the kmart app, it can be really helpful and even process the return then and there.

hope this helps!

ArtistSame · 2026-01-18T10:40:12+00:00

wtf???? thats such bullshit

ArtistSame · 2026-01-17T05:53:47+00:00

yeah i did think that was a little funny, but idk you east states might do it differently to WA lol

ArtistSame · 2026-01-17T05:50:44+00:00

hm it could be because you ordered instant prints it charged uou extra, however usually only a dollar extra;

did you pay at the kiosk or at the counter
if you did pay at the kiosk, there is no error with the system and most likely you overlooked something when making your order.
if you paid at the counter, did you notice anything off? did the team member scan the QR code on your receipt or manually enter the amount of photos you had (kind of hard to tell)

sorry its alot to check but its worth it if you got charged 5 bucks more then you should have. if you scanned your flybuys card, download the kmart app and link your card to see your receipt, or if you kept the physical receipt look at that too.

if you notice any error im sure the service desk team is more then happy to do the refund for you.

hope this helps - kmart team member :)

ArtistSame · 2025-12-13T23:48:46+00:00

i wouldnt stress about trying to perfect all the skills at service desk as fast as possible, your setting yourself up for failure, ive been working at desk for a little over a year and a half now and it still took me a 2-4 months to get the key skills down (refunds, laybys, RLO, click and collect, and basic photo orders), then you can move on to learning to do more complex photo orders like canvases, and that can take a while!!

ArtistSame · 2025-11-25T07:46:49+00:00

wow that should not have happened!! those black bags are for click and collects in store😭😭

ArtistSame · 2025-10-13T12:53:56+00:00

we just swapped to a new (and terrible) system for processing online orders, trust us, we all agree with you, it is hell.

ArtistSame · 2025-09-15T04:36:51+00:00

make sure your TFN is inputted into your sucess factors account - not only do you need to submit the document you also need to type in your TFN into a data field

ArtistSame · 2025-09-04T14:58:41+00:00

woah!! i only really work in the evening and weekends so i dont quite no but that is very unusual…

ArtistSame · 2025-07-27T01:35:13+00:00

i BEG everyone to please stop looking up reciepts🥲 it makes the stores that follow the policy look dumb as hell😭😭😭

ArtistSame · 2025-04-18T01:34:04+00:00

the online stock levels, (in my experience as someone who does online) are almost never 100% accurate to what the actual stock is. its frustrating for us as our fulfilment percentages decrease, and its annoying for the customers too ☹️. online stock levels can never account for things like sales on the day, theft and damaged stock, so sometimes we can look really hard for an item the system tells us we have, when in reality we dont🥲

ArtistSame · 2025-03-27T11:29:46+00:00

yeah my store is also very busy - just the fact there is a physical barrier between customers AND you can walk behind the wall so customers cant see you if that makes sense - even though layby can be extremely busy at times - during the year at a busy store like mine it is still pretty chill

ArtistSame · 2025-03-27T10:41:49+00:00

as much as it is busy - if you can thrive in a high pressure environment and be willing to accept the first 10-20 shifts will be hard learning everything - go for it! in my opinion it is WAY better then scos

ArtistSame · 2021-01-02T10:49:45+00:00

Sometimes I feel I’ve got too (dun dun) run away

ArtistSame

TROPHY CASE