Handling Fraudulent Returns

About the Case

Silas Grant is attempting to return a used table lamp, insisting it was defective from the start. He presents an old receipt and demands a full refund, confidently asserting his rights as a customer despite any doubts about the return.

As the retail executive, your role is to assess the situation, review store policy, and handle Silas’s request professionally.

Learning Objectives:

Applying return policies effectively to determine the best action for the request
Tactfully addressing customer concerns to defuse tension
Assessing the returned item’s condition and the customer’s explanation for a fair resolution
Clearly communicating return and exchange policies to ensure understanding
Assessing the return claim fairly, aligning with policy, and protecting against fraud

Skills Assessed

Policy Knowledge
Conflict Resolution
Analytical Thinking
Assertiveness
Problem Solving

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Handling Fraudulent Returns

Character’s Role

Customer

User’s Role

Retail Executive

Scenario Location

Customer Service Counter

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No technical knowledge required.