07/10/2026
WHEN A CUSTOMER INSISTS ON THEIR RIGHTSâŚ
DOES YOUR BUSINESS KNOW HOW TO RESPOND?
A customer contacts your business:
âI want a refund.â
Your staff responds:
âOur policy says no refunds.â
The customer replies:
âBut I know my rights.â
Now what?
Donât argue.
Donât panic.
Donât make promises just to end the conversation.
First, find out what the customer is actually entitled to.
That may depend on the transaction, the terms agreed, what your business promised, the product or service involved, and the law that applies.
And simply saying âI know my rightsâ does not, by itself, determine what those rights are.
So your business needs to know how to:
LISTEN
Understand the complaint.
CHECK
Review the transaction, terms and applicable obligations.
RESPOND
Give a clear and appropriate answer.
ESCALATE
Know when the matter requires someone with more authority or legal input.
This is why customer service is more than having polite staff.
Your business should have a clear process for complaints, refunds or returns where applicable, escalation and documentation.
Because you shouldnât be creating the process in the middle of a dispute.
When a customer insists on their rights, donât just react.
Know what you owe.
Know what your process says.
Know how to respond.
Customer Service Week
aaLawsng Ă AASECRETARIES
â
This publication is provided for general information and education only and does not constitute legal or professional advice. Specific advice should be obtained based on the circumstances of each business or transaction.