A customer returns an online purchase because the wrong item was received. What is the BEST action the associate can take to resolve the problem?

• A. Apologize to the customer and call a supervisor for instructions on processing a prompt exchange for the correct item.
• B. Apologize for the mistake and give the customer a phone number to use in order to file a complaint and reorder the correct item.
• C. Suggest that the customer look for the correct item in the store and request that the incorrect item be returned by mail because the store does not stock the item.
• D. Thank the customer for bringing the issue to the stores attention and then provide a refund for the item.

Answer: (A)

When a wrong item is delivered, the priority is to acknowledge the error, apologize, and fix it quickly by arranging an exchange for the correct item. Involving a supervisor to guide the processing helps ensure the exchange follows company policy, prevents mistakes, and can authorize steps like a prepaid return label and prompt shipment of the correct item. This keeps the customer from extra hassle and demonstrates ownership of the problem.

Other approaches create more friction or fail to meet the customer’s immediate need. Simply giving a complaint number asks the customer to manage the resolution themselves. Suggesting the customer search in-store when the item was ordered online places the burden on them and may not be possible if the item isn’t stocked. Providing a refund without pursuing the exchange leaves the customer without the item they wanted and can reduce satisfaction.

By apologizing and initiating a prompt exchange with appropriate support, you restore trust and resolve the issue efficiently.