Retail Employee FAQ (rev. 1.16.25)
Article 1: How to Return or Exchange from Another Store
Cash Payment:
Refund Process: Open the cash drawer and refund the customer the correct amount. Note: Return transactions cannot be processed in Square for other store purchases.
Calculate Sales Tax: Include applicable sales tax per item.
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Email Requirements: Send an email to squishstore.returns@squishable.com with:
Return Amount (base + tax)
Items Returned (styles and quantities)
Photo of the original receipt
Log Transaction: Record the refund and transaction number in the Squish Store Cash Log.
Credit Card Payment:
Inform the Customer: In-store systems cannot process refunds for credit card purchases from other locations.
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Customer Options:
Article 2: How to Return or Exchange with a Gift Receipt
Follow the same process outlined in Article 1. Ensure all communications are clear to maintain customer satisfaction.
Article 3: Offline Procedures for Ringing Customers
If WiFi is down, refer to the offline procedures documented in FreshService.
Article 4: Handling Facility Issues (AC/Heat and Power)
AC/Heat Problems:
Use the Facilities Ticketing System.
Log requests as “High” urgency following the Facilities Ticketing System Guide.
Power Outages:
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Choose the appropriate email template from the Store Resources section.
Article 5: Processing Large Shipments
Identify TO Numbers: Separate boxes by Transfer Order (TO) numbers.
Box Handling: Open boxes carefully and group by TO number.
Check Packing Slips: Verify items and quantities.
Count Items: Hand count and document discrepancies.
Documentation: File packing slips in the Inventory Binder.
Prepare for Sales Floor: Remove packaging and ensure items are priced correctly.
Article 6: What to Do When an Item Doesn’t Scan
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Submit a ticket with:
Article 7: Filling Out the Cash Log
Key Columns:
Column A: Date (auto-filled)
Column B: Opened by (your name)
Column C: Open Cash ($300; exceptions for holidays or large stores)
Column D: Expected in Drawer (total cash collected + open cash)
Column E: Actual Count (actual cash counted)
Column F: Over/Short Amount (auto-calculated difference)
Column G: Deposit (cash to bank; auto-calculated)
Column H: Counted by (your name)
Other Columns: Include details like deposit date, initials, bag number, and amounts. Finance will complete certain sections.
Article 8: Reporting Facility Issues
Ceiling Leaks:
Use the Facilities Ticketing System.
Mark the issue as “High” urgency.
Notify IT via FreshService if the leak affects store technology.
Article 9: Processing Online Item Returns
Use the Online or Multi-Store Return Form in the Manager’s Portal:
Store Location: Select your store.
Original Sale Location: Choose the purchase location.
Type of Return: Refund or Exchange.
Items Being Returned: List items.
Received Item (if applicable): Note exchange item.
Order/Receipt Number: Provide details.
Upload Receipt: Attach if available.
Customer Email: For follow-up communication.
Article 10: Employee Discount Usage
Discounts apply only to full-priced items.
Discounts cannot be combined or stacked.
Capsule Collections are excluded unless otherwise specified.