Customer says they have a $10 coupon they claim they got from my store

[dha65]

I have a customer that order some sandals and said they are too small. I offered for them to have them returned or get a $10 credit for future purchases. She says that she already has a $10 credit that I did not give and ask if she can use that credit plus the $10 credit that I will give her, giving her a total of $20 credit.  So I ask her if she got the $10 credit that she said she already had from our store she said "Yes, when I ordered the sandals, it was sent for further business, for my next purchase, so already have a $10 off"  So I'm like thinking "what?".  I did not give her any $10 credit coupon whatsoever when she ordered those sandals. So I'm left scratching my head thinking she's trying to pull a fast one.  Please let me know what you think.

Thanks!

[CarterB · Accepted solution]

just tell them hey, we didn't give out coupons/promotions in our packaging 

[CarterB · Accepted solution]

just tell them hey, we didn't give out coupons/promotions in our packaging 

[dha65]

Thank you

[Amanda_Fordeer · Accepted solution]

This case could suggest a few possibilities:

1. The customer may be confused or misremembering receiving the credit.
2. The customer may be attempting to gain an advantage by requesting a non-existent credit.

In this case, it is important for you to maintain evidence of transactions and interactions with the customer. You can request the customer to provide proof of the $10 credit she claims to have received from your store, such as a receipt or confirmation email. If the customer cannot provide such evidence, you can explain that you have not found any information regarding the credit and are unable to provide it to her.

In any case, maintaining transparency and accurate documentation of transactions is crucial for resolving disputes and avoiding undesirable situations in business.