Retail Sales Associate how-to
How to Process a Return
Smooth returns keep customers loyal.
Quick answer
Smooth returns keep customers loyal. In short: greet; check; inspect, then complete the remaining steps below.
Step by step
Greet the customer and ask the reason.
Check the receipt or look up the purchase.
Inspect the item.
Follow the return policy.
Process the refund or exchange.
Thank the customer and offer help finding a replacement.
Safety reminders for retail sales associates
- Lift boxes with your legs
- Use ladders safely in stockrooms
- Follow loss prevention policies and never confront shoplifters
- Keep aisles clear
Key terms
Conversion rate · Average transaction value (ATV) · Units per transaction (UPT) · Upsell · Add-on · Planogram: see the full retail sales associate glossary.