Unit 6: Process returned goods in a retail environment

1. Know about rights and responsibilities in relation to returned goods

• 1.1 describe reasons customers might have for returning goods
• 1.2 describe customers’ legal rights to replacements and refunds
• 1.3 describe the organisation’s policy concerning replacements and refunds, including proof of purchase and any charges that apply when the organisation is not at fault
• 1.4 describe the options available to customers who need to return unwanted goods, including any action customers need to take in connection with each option

2. Understand the importance of stock control systems

• 2.1 explain the importance of updating stock control systems when returns are made

3. Be able to help retail customers who need to return goods

• 3.1 ask customers politely why they want to return goods, when it is necessary to ascertain the reason
• 3.2 apologise if the organisation appears to be at fault
• 3.3 offer customers replacements and refunds in accordance with legal and organisational requirements
• 3.4 describe politely to customers any action that will be taken concerning the goods they have returned, including any charges that apply

4. Be able to process returned goods

• 4.1 classify returned goods according to their type and condition
• 4.2 separate unsaleable goods from stock that is to be returned to the sales floor
• 4.3 label accurately any goods that are to be returned to the supplier or manufacturer
• 4.4 move returned goods to the correct places ready for despatch, disposal or resale
• 4.5 communicate accurate and complete information to those responsible for raising a credit note or refunding the payment
• 4.6 update the stock control system in line with organisational procedures when goods are returned