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Yep, it's frustrating. I just try to normalize their frustration and let them know that I understand where they're coming from. Sometimes things don't make sense and it leaves the customer feeling confused and even lied to. But letting them know that their confusion is understandable, given the situation, usually helps de-escalate their frustration. Usually, lol.
Totally, sometimes just acknowledging their frustration helps calm things down.
What process are they going through to get the refund in the first place? Always by phone? A lot of ours are processed online, and they automatically get an email explaining this. We still get calls, but it does help.
Funny thing is, people read the email but still call anyway
Pro
I always blame the bank. Their policies ultimately decide how quickly the refund is returned to the customer. And if a purchase means you won't be able to pay the rent, perhaps you should have had more self-control. If you want an immediate refund, perhaps pay in cash. If the store has to wait for the payment to process, it seems fair that you have to wait for the reverse process.
Honestly, customers always think we’re the ones holding their money hostage.