1. Policies Policy Details Rationale
Policy for return and
exchange of clothes
Our goal is for our customers to be happy
and satisfied with their purchase, but if the
circumstance arrive when you are not this is
our return/exchange policy at LMaries
*We will gladly return or exchange
merchandise that’s in condition with proof of
purchase (unless defective) within 30 days
of purchase in the form that it was
purchased or you could choose to receive a
gift card. Check returns may take up to 14
days. The Return Policy information is on
the back of the receipt.
Legal Identification may be required for
returns
*We will accept returns/exchanges that are
in good condition, and with proof of
purchase past 30 days; a gift card for the
current price will be issued.
*Gifts: When a gift is returned, a gift card will
be issued for the current price of the
merchandise.
*All redlined merchandise are final sale
(unless its defective)
*Handle return & exchanges with grace,
review proof of purchase. Regular returns
are due within 30 days of purchase in the
form that they used, checks need time to
process from the bank account, so it could
take up to 14 days to clear, this will help us
prevent fraudulent activity or they are
welcome to a gift card. Remind customers of
the return policy or where it is stated. ID is
needed for cash returns. They will be logged
in the customer based system to keep up
with our records
*We will accept returns of up to 60 days that
has a proof of purchase. They will be
returned at the current ticket price. (They
may have been reduced) But at lease they
won't lose out entirely. Because they could
receive a gift card. Inform customer that It's
stated on the back of the receipt.
*Gift purchases can be returned for the
current price of the item, a gift card will be
issued with no expiration date.
*All redline merchandise can’t be returned;
they are marked down 65% or more. Inform
customers at the time of purchase. Post
signs.
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FRM220 Elements of Retail Operations and Technology

2. Policy for return and
exchange of clothes
(continued)
*We want our customers to be happy and a
have a great experience at LMaries,
encourage them to give us their feedback.
Policy for handling
customer complaints
We at LMaries welcome complaints. We
want to ensure that the staff knows the
policy for handling customer complaints.
*Know what to do about complaints.
*Start with listening, then an apology and
then find out what would make them happy.
*If more attention is requested, follow the
chain of command.
*Be supportive to the customer
* Ask open and close questions when
addressing complaints
*State where customers can get addition
assistance, but try to avoid having them
repeat the negative issue.
* Follow up with both parties.
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Week 2
FRM220 Elements of Retail Operations and Technology

3. Policy for creating
positive business
environment
Creating a positive business environment is
key to being as happy as we want our
customers to be.
*The managers here at LMaries want all of
our team members to feel free to speak with
whom ever you feel most comfortable with
as an open door policy.
*Treat others as you like to treated
* Plan to come in with a cheerful mind set.
*Leave outside issues out of the work
environment.
* Allow someone to help you; for growth.
*The doors are open to you.
Management.
Citations:
"Www.neimanmarcus.com/assistance/assistance.jsp?itemId..." (n.d.): n. pag.
"Return and Exchanges for Retail sistance.jsp?itemId..." (2013): n. pag. Print.
"Developing Your Customer Complaint Policy." (n.d.): n. pag. Print.
"Managing Customer Expectations to Improve Satisfaction." (n.d.): n. pag.
"Handling Complaints." N.p., n.d. Web.
"Www.entrepreneur.com/article/220676 Entrepreneur." (n.d.): n. pag.
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FRM220 Elements of Retail Operations and Technology