So. My store gets a lot of refunds for different things (drink remakes, orders rung up incorrectly, etc) and I’m an SSV, so I want to make sure I know the right procedures for next time. A lady came in with a tumbler that was broken and was looking to get it replaced, but we didn’t have another one like it and she specifically wanted that one. So I told her we could give her a refund and maybe she could check at another store, but then she tells me she bought it with her stars and I was like….um, we can’t refund stars, you would have to call the customer support number (as far as I know??😬). But she didn’t really want to go through that, and she asked if she could bring the cup to another store that has the one she wanted and exchange it there? I wasn’t sure about that one either, I’ve heard different things. But she ended asking when we get our next shipment of retail and that she would check back then to see if we have the cup.

So. 1. Can you refund stars? If not, what’s the procedure for a refund with stars?
2. Can you return retail to a different store than you bought it from?

And I want to know standard Starbucks procedure on this because my sm is very much, “just do it anyways. It’s fine.” And had told me to give her cash back for the cup even though she paid with stars when I asked him about it.