Once I have a clear understanding of the problem, I would explain the store's return policy and the reasons behind it. However, I also believe in being flexible and finding a solution that works for both the customer and the store. In my last role, I encountered a similar situation where a customer wanted to return an item that was slightly outside of our return window. I offered them a store credit instead of a refund, which they happily accepted. This not only resolved the issue but also ensured that the customer would return to our store in the future.
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