Service & Engagement Can I speak to a manager?: A front end thread

[PackAndCry]

Every one of our competitors that offers in store pickup has a hold period that’s longer than two days. Best Buy is 5 days and Walmart is 7 days, for example. The short period of time is one of the biggest guest complaints about OPU.

Walmart also takes up to 2 days to pick them. 3-4 days is reasonable, but 7 days is far too long. I feel like 3 days with the option to add a 4th and 5th would be reasonable.

 

[REDcardJJ]

Walmart also takes up to 2 days to pick them. 3-4 days is reasonable, but 7 days is far too long. I feel like 3 days with the option to add a 4th and 5th would be reasonable.

Walmart holds Pickup items for 7 days

 

[OneArmedJesus]

We do not have any extra room to accommodate the extra hold time. Hope they will be allowing extra payroll so we can have the extra person running back and forth to wherever the extra hold area will be.

You don't need extra payroll for that

 

[Tessa120]

So guests are charged when order is READY for pickup? Or when order is PLACED? Key distinction for INF.

Yes, whoever knows please tell. I need to know what to tell guests who call.

 

[REDcardJJ]

So guests are charged when order is READY for pickup? Or when order is PLACED? Key distinction for INF.

Yes, whoever knows please tell. I need to know what to tell guests who call.

When the order is scanned into the hold location, like I said in my above post.

 

[Tessa120]

"Put to hold", your original statement, was very unclear.

 

[OneArmedJesus]

Guests will also literally be paying for their orders when they're scanned into hold

I mean it seems pretty clear to me

 

[Frontlanegirl]

Wh

You don't need extra payroll for that

When you generally only have one person at GS and then you will need to leave to go to another area to grab the orders, it does take you away from the desk. We were doing this a lot during Q4 last year and it also makes the pick up times longer.

 

[OneArmedJesus]

Well q4 is coming, we'll all have plenty of payroll to spare. Tho i think your store probably shouldn't be storing the extra opu's somewhere that isnt near guest services

 

[Frontlanegirl]

So guests are charged when order is READY for pickup? Or when order is PLACED? Key distinction for INF.

The other issue I see is if a guest is charged and the item they pick up is damaged and we don’t have any more in stock, they will have to wait for a two day refund? I had this issue twice this week.

 

[Anelmi]

What I wish? That Target would change their same day/same store return policy and allow it for same day/any store. I get why the policy exists but geesh almighty, I deal with this return issue on the daily and most guests are NOT pleased.

 

[Frontlanegirl]

What I wish? That Target would change their same day/same store return policy and allow it for same day/any store. I get why the policy exists but geesh almighty, I deal with this return issue on the daily and most guests are NOT pleased.

ASANTS. We do allow some same day returns from another store if it is under a certain amount and depending on how they pay. If it is a high priced item and no matter how they paid we do not do the return.

 

[starmaster1000]

ASANTS. We do allow some same day returns from another store if it is under a certain amount and depending on how they pay. If it is a high priced item and no matter how they paid we do not do the return.

I've had mixed results with same-day/different-store returns. I must admit I don't really pay attention to the date of the receipt but I can tell it's a SD/DS return bc POS will ask for the VCD followed by the tax rate for that item. However, it seems to go through.

I did have a person try to return some $300 Beats headphones on a SD/DS receipt and it kept giving me an error I can't remember but the GSA did tell me about not doing SD/DS returns.

Guess I'll pay more attention. But it's gone through!

 

[REDcardJJ]

What I wish? That Target would change their same day/same store return policy and allow it for same day/any store. I get why the policy exists but geesh almighty, I deal with this return issue on the daily and most guests are NOT pleased.

This is more a POS limitation/the way receipt data is handled than an actual policy. If the guest has their receipt I'll happily return any items from other stores on the same day, but without the receipt it just physically isn't possible until the next day. There's no official policy against same day/different store returns that I'm aware of (and I've printed out pretty much every Guest Service best practice printed out in a binder from Workbench), but some stores may do things differently.

 

[Frontlanegirl]

Well q4 is coming, we'll all have plenty of payroll to spare. Tho i think your store probably shouldn't be storing the extra opu's somewhere that isnt near guest services

We barely have room now. Last year our extra room was not near GS.

 

[starmaster1000]

My store hired 6 additional cashiers through the seasonal positions and they're not scheduled at peak hours. I was hoping they'd also bring in someone to do OPU but no, we only have one steadily scheduled.

 

[Leo47]

Our additional hold location is so far away I remember pouring sweat like every shift last q4 because I would be running back and forth between GS and the hold location non-stop

 

[Amanda Cantwell]

This is more a POS limitation/the way receipt data is handled than an actual policy. If the guest has their receipt I'll happily return any items from other stores on the same day, but without the receipt it just physically isn't possible until the next day. There's no official policy against same day/different store returns that I'm aware of (and I've printed out pretty much every Guest Service best practice printed out in a binder from Workbench), but some stores may do things differently.

There actually is, somewhere. It’s under OPU returns. It mentions like you can’t do a SDDS OPU return and then it goes on to say this is for all items not just OPU.

For fraud reasons all SDDS returns are denied at my store.

 

[Anelmi]

If a guest uses a red card, a SD/DS return is flat out denied.

 

[idkwhattodo]

What I wish? That Target would change their same day/same store return policy and allow it for same day/any store. I get why the policy exists but geesh almighty, I deal with this return issue on the daily and most guests are NOT pleased.

Or at least put it in writing on the return policy on target.com, so I have something to point to and reference when denying it. That way the guest knows I’m not making it up.

 

[GoodyNN]

My store does not allow SD/DS returns at all. As instructed by my leaders, I tell guests that transaction information is stored locally at the purchasing store until close of business, when it is then uploaded to corporate servers. Until that upload takes place, I cannot access their transaction even with a receipt. They can either wait until tomorrow or go back to the store where they purchased the item.

Surprisingly, I have never had a guest complain that "the other store" can do it. Once in a while someone will grumble when I tell them that same day returns can only be conducted at the purchasing store, but they've never pushed back in the 2 years I've been with Spot.

 

[Dog]

Unless I have a suspicion it’s fraud I just do it, I’ve had people get upset at me before that their only option is cash, but I just explain to them what was said in Goody’s post above ^ and offer to void the whole thing out and they can go to their original store if they want it back on their card. I honestly don’t understand why people even do same day different store returns in my area (aside from fraud purposes) - my target is 35 minutes (optimistically) away from the closest 2 Targets

 

[Amanda Cantwell]

Or at least put it in writing on the return policy on target.com, so I have something to point to and reference when denying it. That way the guest knows I’m not making it up.

we printed out a sign that says we don't

 

[REDcardJJ]

they changed “refund value” on the receipt to say “paid for value”

i support this change

 

[Dog]

they changed “refund value” on the receipt to say “paid for value”

i support this change

unfortunately the guests still don’t know how to read