She made her point - and lost a customer

Preface - the following conversation was done in a nice even voice - I don't yell, get mad, throw things or anything like that - I'm more of a - let's talk about it - and then if the conclusion isn't acceptable I just walk away.

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Yesterday was a very busy day.  I have a business where I make Native American Dance Regalia plus I teach Native American Craft classes (moccasins, dance fans, beadwork, etc.) at a Vo Tech in the next town over.   

I had 3 places to stop before getting to the school for class and had the time down to barely enough to get everything done and still complete some work at home.  Then, a good friend called and needed help with her computer.  She's 70 and is getting online!!!  You go girl!  Anyway, I went out to her house to help her.  Of course it took longer than expected, but I figured I could still make all 3 stops before class.

The first stop was to a small shop where that carries an item I need in my business.  I've shopped at this shop many times and usually spend upwards to $100 each time.  I'm not their best customer - but I am a frequent customer.  And who knows I might be in the market for some of their pricier goods someday.

As usual, I grabbed my credit card and put it in my jacket pocket so it would be a quick in/out stop.

Anyway, in about 10 seconds I had the two small items I needed in hand and proceeded to the checkout counter.  The new little clerk asked me if I had a frequent buyers card - No, I said.  Would I like to sign up for one?  No, I said.  Did I find everything I needed?  Yes, I said.  And she rang up my sale.  She even offered me one of their fancy-dancy paper sacks, but since I'm trying to live as green and frugally as I can, I said, don't bother with the sack, I'll just toss them in my purse. Thank you she said.

She processed the credit card and said - oh, your card isn't signed, can I see some ID?  No, I said.  - Now, I rarely get asked for proof of ID, and in the once every 2 or 3 years when I tell the clerk no - then they just go about their business, have me sign the receipt and I walk out with the goods.  Of course I had my ID, in my purse, but I was in a hurry and the total was only $12.80. 

So the owner, who has waited on me several times came over and said - we can't process this sale without ID.  I said - so you're rather lose a sale because the back of my card isn't signed?  She said she was only doing it to protect me.  I thanked her and I asked her if the card had been signed and matched the signature on the receipt then she would have not questioned the purchase.  She said that was correct.  I said, so the next time I steal a card all I have to do it sign the persons name in my handwriting and I'm good to go.  She didn't have a response.

Besides that - I said - I think I'd probably use a stolen credit card for a lot more than $12.80 - like buying gasoline or food.

I said - You know I shop here, its not like I've never been in here before.  And she said the DA said she wasn't to accept cards without a signature.  I must have looked surprised because I said - the DA handles credit card fraud?  (I take credit cards and the DA in my town doesn't do credit card fraud - its a civil matter, plus I'm protected by my credit card processing center.) 

I said OK and turned and left the store.  Outside at the car I realized I left my keys on the counter.  So back in I go and the owner is standing there holding the credit card receipt.  I pick up my keys and turn to leave again and she said - the charge went through.  I stopped and asked, so you're going to let me have my purchase?  She said - with ID.  Fine, I said, just reverse the charges and again headed towards the door. 

From behind she says ... but I need your card to issue a refund.

I stop and head back to the counter.  I handed her my card and she turned to process the refund.  The new clerk said she was sorry, and the owner said - don't apologize to her - you're only doing what I told you to do.  So now the owner has turned back to me with my card and refund slip.  I take the card and turn to leave.   

She said you need to sign the refund receipt.

I stopped and turned again - and said, without ID?  She said yes.  So, I signed the refund receipt and as I was putting the card back in my billfold, I took out my ID, showed it to the clerk, and said, I just don't want you to think I really am a liar and a thief. 

As I was putting the ID back into my billfold, I asked the owner if she had a website.  Yes - she said.  I asked - so you take internet orders?  Yes - she said.   

I wonder how long it took her to realize she takes credit card orders without being able to see ID, but won't accept a card from a return customer standing in front of her.




I still made it to the other 2 stops and to class on time.  I know this could all have been prevented - but dang it...