So this happened yesterday.

I work at a hardware store and this is the start of my second week on the floor. I've worked for this company before but that was 3 years ago and I remember nothing about the system so I constantly ask questions for things that confuse me. Also, if you're paying attention, yesterday was Saturday, I work at one of the busiest locations (my store manager claims) in our region, and there was a long line as this was happening. I'm going to tell you now, I wish he went to someone else other than me, not because he was rude, but because I know nothing about this system other than returns.

So a customer walks up to me holding a sheet of paper. He wants to refund part of his delivery but he doesn't have the receipt or remember the precise day. I can't really look up much without the exact day so he starts giving me random days he believes he made the purchase. I check for a receipt on 3/29, 3/28, and 4/1 and I find one with his name on 3/29 but it's definitely not for a charge of $400. It's for $20.

Random tangent: I feel the need to explain this system just because I truly hate it. It's an old DOS system. To look up a receipt, I need the exact date to input, your name, the item number, or the last 4 digits of the card you used if you used one. For this customer, I had the last 4 digits of his card, his name, and the guesses of the days he believed he made the purchase. He also made this purchase at the contractor's desk and they just happened to be closed (or limited staff) on Saturdays. Trust me, if they were open, I would have begged for him to go there.

So I print out the only receipt I can find for him and hand it to him.

C: What is this?

M: This is the only receipt I can find for you. It has two items on it and it's only $20.

C: No. That's not right.

M: Is it possibly another date?

C: It could be the first of April.

M: I've already checked that date.

C: Or March 28.

M: Already checked that date.

C: So you can't find anything for me?

M: I've found that receipt that I've printed out for you but I can't find anything. You're sure the date is correct?

C: Then I'll dispute the charge I see for this day because our delivery was wrong.

M: *I just stare at him because he can honestly do whatever he likes but I'd like to suggest that he talks to the contractor's desk before so the issue with the delivery can get solved. He'd just have to wait a few days.*

C: You're telling me that you have no records for me?

M: I'm only finding the one receipt.

As he continues to tell me that he'll dispute the charge, the line gets longer, and random people that work with me are wandering around behind me (they are working, not meandering about, but I wasn't paying attention to them, just knew they were behind me).

Oh, I should also mention that his wife is with him and she's looking a bit embarrassed. I don't dare mention that I'm new because I don't think he'll take that well so I continue to just let him be annoyed with me because working retail has actually thickened my skin a bit.

He then takes a pen and writes down on the slip "[Store Name] records found for me on 3/29, employee can't find delivery]

C: So I want to pay my bill now. I'll dispute the charge but I want to pay my bill.

The wife then pays the bill and they start to leave. I call over the next customer only for the first customer to come back and demand to speak to a manager. Luckily, the manager walked up right behind me and they went off to have the same conversation of "Where's my receipt?"

I'd like to say that the manager found the receipt and the customer left all happy but I later found a note with his name and phone number taped to a screen so they could look up the receipt later.

I'd like to add here that I'm sure I did something wrong. That wasn't the only big issue I had yesterday. But if the manager couldn't find it, then I'm not sure what's going on. If the contractor desk was opened, I definitely would have sent him back to be helped by whomever helped him the first time. And if the lines were shorter and we weren't so understaffed, I would have called a supervisor to help me out but they were all on registers.

TL;DR: A customer wants his receipt, I - a new store associate - can't find it, he wants to dispute the charge on his card because the delivery is wrong.