Hey fellow BB employees. I have a few questions.

My manager directs me not to return MBBT in store. He directs me to do the following: Have customer call 1-800, call 1-800 with the customer if they are "stubborn", or if they purchased the membership at a different store to go to that store to return it.

So I've been doing that, after all he's the big bossman who hired us and runs the store. Well... a former GSM (from a different store) came in and wanted to return his membership. It was an awkward situation. He knew all the SOPs, etc. There's a specific one that states we are NOT supposed to refer to 1800 or other stores for returning memberships. He told me to just do it, and said that the system lets me do it without a manager because im supposed to honor it any time the customer wants to cancel it in store at any store. I felt uncomfortable so I called my MOD. Well the MOD didnt want to do it either. The guy called a number and the had the people speak on the phone to us, those people on the phone wanted our names, employee numbers, etc to make a case. My MOD said just make up some stuff so I did.

Anyways... going forward.. what am I supposed to do? Keep listening to my leaders and break SOP? Ignore my leaders and follow SOP (they know within minutes if we return a membership lol)... anyways.. yeah.