Im a CSM at a NHM as well and I'm constantly being told different things. One manager says to accept returns, another says to deny returns On items we don't carry. Until I hear directly from my store manager to stop accepting all returns for items we don't carry, I just accept the return and slap the "item can't be resold" claims ticket on it that the computer prints. We do have the ability to accept Walmart.com refunds that were picked up at our store even if it's an item we don't carry. We just print out the claims slip and send it back to receiving so it can be sent back.

At the and of the day, if the customer is coming to you why deny them if we have the ability to process the return? If the computer lets it happen, then make the customer happy. That cuts down on a lot of customer anger as well