Page 157 - Receptionist

19096 – Returns

Result Statement: To assure client satisfaction by allowing clients to return products for an
exchange or refund

Primary Responsible Position: Receptionists

What we CAN do: We ALLOW returns for ALL products clients are not completely satisfied
with. We exchange the product(s) or give the client a refund

What we CANNOT do: We cannot re-prescribe OPENED prescriptions (pills, open packages,
etc.). We still give refunds. If the prescription is still factory-sealed we
CAN re-prescribe it (heartworm preventatives, pre-packaged pills, etc.).

How to do it:
If it CAN be returned and re-sold:
1. Enter it into the same client as a NEGATIVE quantity for what is
being returned.
2. Post to the client’s record and either refund their money on the
card they used or leave as a credit on their account, whatever the
client prefers.
3. Restock the shelf so it can be re-sold

If the product CANNOT be re-sold (opened packages, opened pet
foods, etc.):
1. Enter a Treatment of “Misc Fee” for the negative dollar amount
they spent on the product.
2. Post to the client’s record and either refund their money on the
card they used or leave as a credit on their account, whatever the
client prefers.
3. Post a follow-up to the patient’s record stating the reason for the
return.
4. Write a note for inventory manager of the reason for this return.
5. Tape the note to the returned item(s).
6. Place the note and item(s) on the labeled “returns” shelf in the
associates office.
Drill/Quiz for “Returns”:
1. Why do we have the procedure?
2. Go to “practice client” and show you trainer what you do to return an item that can be re-sold
and one than cannot be re-sold.
3. Show your trainer the “returns” shelf in the associates office.

[154]