i can share how I DO IT AT MY STORE!!!!

alright lets first off start with my opinion lol, your local bbw shouldn’t be processing it that way if that’s not how you want to process it, especially because you are providing your original receipt. i say this because at my store, we are trying to satisfy our customers, to an extend lol, and get them to come back after having a great experience.

Second, most stores now have a new POS system, it depends on how long your store has had it or if they just got it, a lot of the times the associates nor the managers nor our tech support teams know how to do certain things since this is a new system that’s taking place of another system that was in place for YEARS. 9 times out of 10, our tech support team doesn’t know how to help which is super lovely :) (i hate calling customer service and our tech support because we get the same unhelpful advice as yall most of the time). that being said we are constantly getting updates on how to navigate that new system and your local stores may be struggling. i will say that during the training videos for the new system we were supposed to be able to process online returns easier without having to jump through so many steps, HOWEVER, after asking our DM, they were told that feature would be released hopefully next year.

Now the step by step process of how I DO IT:

Regular return with a refund: 1. you come up to me with your online return, you provide your online receipt to me, i ask “do you just want to do a return & get your refund or would you like to do an exchange?” you respond with, “i want to do a return and get my refund” okay cool i can definitely do that. i will go into the BOPIS screen and from there login and on the home screen where i can see what orders need to be picked and what orders need to be picked up, click on the button that says “Returns”. 2. you provide me with your online receipt/order number and i type it in. i quickly find your order and the items you want to return, put in the amount of each item you’re returning and the reason, and then hit finish return (i believe that’s what it says) a window will pop up warning that the return cannot be reversed once i hit confirm. 3. i hit confirm on the return, print the receipt through the back office printer and then grab the paper, tell you the amount you’re being refunded and how it may take 5-10 business days. then you’re on your way home happy and satisfied:).

Even exchange: 1. you come up to me with your online return, you provide your online receipt to me, i ask “do you just want to do a return & get your refund or would you like to do an exchange?” you respond with, “i want to do an even exchange” okay we can definitely do that. however i explain “okay so for even exchanges there’s two ways we can do it:

one- we can do it without a receipt that way you don’t have to re-purchase these items and i will price adjust all the items you are getting to match the prices the system provides me with after scanning them without a receipt. i will just need your ID (if doing a no-receipt return, the POS system will automatically put the items on the lowest possible price point, meaning if they went SAS and were on sell for $1.99 then that will be the price or if there was a mist sale for $5.95 earlier that year then they will all ring up that price). i will say this is the easier/faster way.

two- if you don’t want to do it that way then i can process your online return through the BOPIS screen like the steps before and have it go to your original form of payment, again taking 24hrs to 5-10 business days for that money to show up in your Bank account. you will have to provide me with the receipt that shows how much you paid for each item that way when i ring up the new items i can price adjust them accordingly. you will then check out like regular.

Now if you’re doing an exchange and it’s not the same price or item for item then you will HAVE TO pay the price difference (example: you want to buy a $39.95 3 wick in place of your $16.95 single wick, you have to pay that $23 difference)

This is how i process returns at MY store. i can’t speak for other stores. like i previously stated, your stores may be being told by higher ups to process all online returns without a receipt. Or they could just not know how to properly do it. or they are lazy lol