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Overview

Framework:
RQF
Level:
Level 2
Unit No:
M/505/2338
Credits:
3
Guided learning hours:
24 hours

Assessment Guidance

Although workplace assessment is not strictly a requirement of this unit, it is strongly advised that, in combination with some classroom-based learning, learners should have access to a real work environment in order to develop and demonstrate the relevant skills.

Unit Learning Outcomes

1

Know about rights and responsibilities in relation to returned goods.

Assessment Criteria

  • 1.1
    Describe reasons customers might have for returning goods.
  • 1.2
    Describe customers’ legal rights to replacements and refunds.
  • 1.3
    Describe the organisation’s policy concerning replacements and refunds, including proof of purchase and any charges that apply when the organisation is not at fault.
  • 1.4
    Describe the options available to customers who need to return unwanted goods, including any action customers need to take in connection with each option.

2

Understand the importance of stock control systems.

Assessment Criteria

  • 2.1
    Explain the importance of updating stock control systems when returns are made

3

Be able to help retail customers who need to return goods.

Assessment Criteria

  • 3.1
    Ask customers politely why they want to return goods, when it is necessary to ascertain the reason.
  • 3.2
    Apologise if the organisation appears to be at fault.
  • 3.3
    Offer customers replacements and refunds in accordance with legal and organisational requirements.
  • 3.4
    Describe politely to customers any action that will be taken concerning the goods they have returned, including any charges that apply.

4

Be able to process returned goods.

Assessment Criteria

  • 4.1
    Classify returned goods according to their type and condition
  • 4.2
    Separate unsaleable goods from stock that is to be returned to the sales floor.
  • 4.3
    Label accurately any goods that are to be returned to the supplier or manufacturer.
  • 4.4
    Move returned goods to the correct places ready for despatch, disposal or resale.
  • 4.5
    Communicate accurate and complete information to those responsible for raising a credit note or refunding the payment.
  • 4.6
    Update the stock control system in line with organisational procedures when goods are returned.

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