Goodwill Payments

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Goodwill Payments
There will be times when a customer may be dissatisfied with just a refund of double the difference due to them realising at home that they were overcharged and having to make a special return journey to the store to claim their refund.
In this situation we should aim to provide the best service possible and manage the customer’s expectations. It is in fact the customer’s entitlement to be refunded for out of pocket expenses such a travel costs
In the below example the customer is clearly inconvenienced and out of pocket through no fault of their own so our aim is to put the customer back to the financial position they were in prior to the overcharge.
This means if the customer expected to pay £799.97 but was charged £799.99 and this was only noticed once they had got home, you may want to give the customer their 4p and there may also be a need to offer a £2.00 gift card as a gesture of goodwill if the customer is dissatisfied.
Goodwill payments should be given when a customer is out of pocket or has incurred costs in rectifying issues that Tesco has created.
Goodwill payments can be made at the Customer Service Desk up to £10 in value.
Any goodwill payments that exceed £10 need to be authorised by the Duty Manager.