Cashier and POS Fundamentals Course: Refunds, voids and exchanges

1. Pergunta 1 de 16

   What is a void?

   • AChanging the price of an item on the shelf or in the POS
   • BGiving money back for an item bought last week
   • CCancelling an item or sale before payment is complete
   • DSwapping an item for a different size
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   Resposta: C. Cancelling an item or sale before payment is complete

   A void removes an item or sale that was keyed by mistake in the current transaction. Returning money for a past sale is a refund.

2. Pergunta 2 de 16

   What is a refund?

   • AOpening the drawer to make change for someone
   • BAdding a discount before payment
   • CRemoving an item scanned twice by mistake
   • DMoney back for an item from a completed sale
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   Resposta: D. Money back for an item from a completed sale

   A refund reverses part or all of a sale that was already paid for.

3. Pergunta 3 de 16

   You scan an item twice by mistake before the customer pays. What should you do?

   • ALeave it and give the customer extra change
   • BAsk the customer to return it next time
   • CProcess a refund after the payment
   • DVoid the extra line before taking payment
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   Resposta: D. Void the extra line before taking payment

   Fix a keying mistake with a void before the payment is taken. That way the sale is correct from the start.

4. Pergunta 4 de 16

   According to the federal Office of Consumer Affairs, must businesses accept returns?

   • ANo, not even for defective items
   • BYes, always within 30 days of purchase
   • CYes, but only for cash sales
   • DNo, unless the item is defective
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   Resposta: D. No, unless the item is defective

   The Office of Consumer Affairs says businesses are not required to accept returns unless the item is defective. Many stores still offer refunds or exchanges.

5. Pergunta 5 de 16

   Where does the Office of Consumer Affairs say store return policies are often posted?

   • AOn the back of the store flyer
   • BIn the staff room
   • COnly on the store's website
   • DNear the cash register
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   Resposta: D. Near the cash register

   Return policies are often posted near the cash register, and customers can ask for them in writing.

6. Pergunta 6 de 16

   According to the Office of Consumer Affairs, what do stores almost always need before accepting a refund or exchange?

   • AA note from the customer's bank
   • BA sales receipt
   • CThe original shopping bag
   • DThe customer's phone number
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   Resposta: B. A sales receipt

   The Office of Consumer Affairs says stores almost always need a sales receipt before accepting refunds or exchanges, so customers should keep it.

7. Pergunta 7 de 16

   A customer returns an item that was paid for by credit card. How is the refund usually given?

   • ABack to the same credit card
   • BTo any card the customer chooses
   • CIn cash, to save time
   • DOn a store gift card only
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   Resposta: A. Back to the same credit card

   Refunding to the original payment method keeps the store's records matching the sale and helps prevent fraud.

8. Pergunta 8 de 16

   A customer in Ontario returns a $30.00 shirt with the receipt. 13% HST was charged. How much is refunded?

   • A$34.50
   • B$30.00
   • C$31.50
   • D$33.90
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   Resposta: D. $33.90

   The refund includes the tax that was charged: $30.00 + $3.90 HST = $33.90.

9. Pergunta 9 de 16

   In Alberta, a customer bought a lamp on sale for $20.00 (regular $25.00) plus 5% GST. They return it with the receipt. What is the refund?

   • A$21.00
   • B$25.00
   • C$20.00
   • D$26.25
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   Resposta: A. $21.00

   Refund what the customer actually paid: $20.00 + $1.00 GST = $21.00, not the regular price.

10. Pergunta 10 de 16

    This Alberta receipt includes 5% GST. The customer returns only the jeans. How much is refunded?

    Item	Price
    T-shirt	$18.00
    Jeans	$54.00
    Socks	$9.00
    GST 5%	$4.05
    Total	$85.05

    • A$54.00
    • B$59.40
    • C$56.70
    • D$85.05
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    Resposta: C. $56.70

    Refund the jeans plus their GST: $54.00 + $2.70 = $56.70. The other items stay sold.

11. Pergunta 11 de 16

    A customer exchanges a shirt for the same shirt in a different size at the same price. What happens to the money?

    • ANo money changes hands
    • BThe customer pays the tax again
    • CThe customer pays a restocking fee by law
    • DThe customer gets a full refund and pays again in cash
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    Resposta: A. No money changes hands

    An even exchange swaps one item for another at the same price, so no payment or refund is needed.

12. Pergunta 12 de 16

    In Ontario (13% HST), a customer exchanges a $40.00 shirt for a $55.00 jacket. How much more do they pay?

    • A$62.15
    • B$16.95
    • C$16.20
    • D$15.00
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    Resposta: B. $16.95

    The price difference is $15.00. Add 13% HST ($1.95): $16.95.

13. Pergunta 13 de 16

    A sale was completed a few minutes ago, and it needs to be cancelled. What does this usually need?

    • AA post-void approved by a supervisor
    • BA note written on the receipt
    • CA new sale for the same amount
    • DNothing, since any cashier can delete a sale
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    Resposta: A. A post-void approved by a supervisor

    Cancelling a completed sale changes the day's records, so most stores require a supervisor to approve it.

14. Pergunta 14 de 16

    A friend asks you to ring through a refund for an item they do not have with them. What should you do?

    • ARefuse; a refund needs the item and must follow policy
    • BDo it and bring the item in later yourself
    • CDo it, but only if the amount is small and no one is waiting
    • DDo it, since you know them
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    Resposta: A. Refuse; a refund needs the item and must follow policy

    Refunds without the item are a loss to the store and can be theft. Every refund is logged under your ID.

15. Pergunta 15 de 16

    A customer wants a refund 45 days after buying, but the posted policy allows 30 days. They insist. What should you do?

    • AIgnore them until they leave
    • BExplain the policy politely and offer a supervisor
    • CGive the refund anyway to avoid an argument at the till
    • DTell them they are breaking the law
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    Resposta: B. Explain the policy politely and offer a supervisor

    Explain the posted policy calmly. A supervisor can decide whether to make an exception.

16. Pergunta 16 de 16

    Under Ontario's Consumer Protection Act, do customers have a general right to return or exchange goods?

    • AOnly for items that cost over $50
    • BYes, within 7 days of purchase
    • CYes, for any reason, if they have a receipt
    • DNo, it depends on the store's own terms
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    Resposta: D. No, it depends on the store's own terms

    Ontario says the Consumer Protection Act does not give a general right to return or exchange goods. A customer can ask for a refund if a business misrepresented a product.

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