Author: Mark Fletcher

Here are the rules we follow for handling refund requests in order of importance:

1. We require proof of purchase. If the customer does not have the receipt they must at least know the date and time so we can find the purchase – plus what else was purchased in the transaction. We do this search using our newsagency software that manages all sales. If we cannot find the purchase or are not  sure for any other reason, the conversation stops there.
2. If the goods are defective we provide a refund.
3. If the goods are not defective we make a judgement call on whether to give a store credit depending on the request. For example, for magazines that could have been read in the time the customer has had them – no.
4. If the goods were purchased more than a week ago, a store credit is unlikely.
5. If the goods are not in their original packaging then no store credit.
6. The louder the customer the less likelihood of a store credit.
7. We use the technology to help us in enforcing our rules, the make the no, if it is a no, less personal.

Some people try all sorts of scams to get store credits or cash refunds. It’s important we are wary and only letting through requests that meet reasonable requirements. It is also important we are consistent.

We’re all set for a very busy day today and for the next few days with plenty of stock discounted so we can be an active participant in the Boxing Day Sale madness that is part of life in a big shopping centre.

We have all Christmas items at half price as well as a range of gifts we’ve brought in. We are selling what we have left of single Christmas cards at half price and will do so until the New Year.

Calendars remain at full price until Jan. 1.

We have been planning for the Boxing Day Sale for the last couple of months so that nothing is left to the last minute. It’s a terrific opportunity to reset our product mix for 2015.

What I especially like is that around half the shoppers we will see are not people we see regularly so the opportunity to sell is even greater as they are not used to what we have.

Years ago we’d watch as major retailers did the Boxing Day Sale and our offer was soft. Once we jumped all in and really embraced the opportunity we discovered that we could attract plenty of new shoppers to the business and benefit from showing these new shoppers that we are not your average newsagency.

Now, we see the Boxing Day Sale as a key marketing activity for us, one that plays out in value beyond the sale itself.

I like Christmas Eve in the newsagency. Shoppers are happy and spending. The shelves are emptying. Everything is still at full price. Even things you thought would not sell sell as the last minute shoppers are less fussy.

There are wishes, hugs and even the odd kiss from customers.

Christmas carols start to sound like carols and not the background noise you’ve heard for the last few weeks.

No supplier is chasing you for money today.

You might catch a moment for Christmas cheer with colleagues.

But most of all I like the anticipation of the day, the last few hours especially. I’m grateful to experience it in retail as I find it very special.

I hope your day today is crazy good with lots of laughs, lots of sales and good feelings flowing both ways with your customers.

It is disappointing that in this week of busy trade for many newsagents, plenty of our suppliers are already fully closed for Christmas – with most that are closed not reopening until January 5.

Given the tough and competitive marketplace of today, suppliers that are closed should not be surprised if newsagent customers find others who can supply this time of the year and beyond.

While I appreciate suppliers will close when trade is the quietest for them, they should at the very least have a process in place for handling urgent orders. A sale is a sale after all. Too many that are closed already have not done time.