Had a customer order tonight and use a coupon on a combo package - Pizza, Salad and Bread for $19.99. Full price would be $28.77, so the computer is set to discount the pizza $8.78 to arrive at the proper price. The menu price of the pizza is $16.29, so the pizza price shows up on the receipt as $7.51. The bottom of the receipt says “Total Discount: $8.78”
So the customer calls and says they have a problem with the coupon price. I figure we’re heading down the road of “you have to pay sales tax on top of the coupon price”, but it turns out we’re not.
The customer is upset because of the way her discount was calculated. She says the pizza wasn’t really $7.51, it was much more than that. I explain to her that the discount from the coupon was taken off of the pizza, and go through the steps of what telling her what the full menu price is and how much the discount was (it’s on the bottom of the receipt) to explain how we arrived at her subtotal. At this point I’m still thinking that I’m dealing with a “I was charged incorrectly” complaint.
She tells me that she knows she was charged correctly, she just doesn’t like the way our receipts show it. She needs to have the full menu price shown for the pizza, and then the discount subtracted at the end. I was of course very polite, said I that I appreciate the feedback but we wouldn’t be able to change the way the receipts print.
Now, the weird part was after I explained that to her she told me that her family wouldn’t be ordering from me as often any more. It’s hazy, because my head was spinning a bit at this point, but it was something to the effect of “We’ll probably only be able to order from you about half as often as normal because of this”.
WTF am I missing? First of all, we’re talking about the layout of a receipt for goodness sake. But to me, the odd part is that she didn’t tell me she would never order from us again as long as we have these insane receipts - just that she would order less often. I don’t understand the complaint, but I would at least understand if somebody had a crazy complaint and said the would never order again.
Seriously, what am I missing here? The only thing I can think of is she has some kind of reimbursement scam where she submits receipts for payment and maybe cuts off the bottom where the discount is, allowing her to get an over-reimbursement? I have no idea.
So the customer calls and says they have a problem with the coupon price. I figure we’re heading down the road of “you have to pay sales tax on top of the coupon price”, but it turns out we’re not.
The customer is upset because of the way her discount was calculated. She says the pizza wasn’t really $7.51, it was much more than that. I explain to her that the discount from the coupon was taken off of the pizza, and go through the steps of what telling her what the full menu price is and how much the discount was (it’s on the bottom of the receipt) to explain how we arrived at her subtotal. At this point I’m still thinking that I’m dealing with a “I was charged incorrectly” complaint.
She tells me that she knows she was charged correctly, she just doesn’t like the way our receipts show it. She needs to have the full menu price shown for the pizza, and then the discount subtracted at the end. I was of course very polite, said I that I appreciate the feedback but we wouldn’t be able to change the way the receipts print.
Now, the weird part was after I explained that to her she told me that her family wouldn’t be ordering from me as often any more. It’s hazy, because my head was spinning a bit at this point, but it was something to the effect of “We’ll probably only be able to order from you about half as often as normal because of this”.
WTF am I missing? First of all, we’re talking about the layout of a receipt for goodness sake. But to me, the odd part is that she didn’t tell me she would never order from us again as long as we have these insane receipts - just that she would order less often. I don’t understand the complaint, but I would at least understand if somebody had a crazy complaint and said the would never order again.
Seriously, what am I missing here? The only thing I can think of is she has some kind of reimbursement scam where she submits receipts for payment and maybe cuts off the bottom where the discount is, allowing her to get an over-reimbursement? I have no idea.
Last edited: