Darlene's Dynamic Training Center
Table of Contents
Exchanging & Returning Product for Customers - NEW Guidelines June 2008
  Please read below for an important info about our Customer Return Policy.  Mary Kay does not want you to take back product that you have not personally sold to that customer.  This is a GOOD change for us!  Years ago, way before internet, I had someone bring back almost $100 in product (a lot back then) that she was not happy with and couldn't remember who the consultant was.  I thought something didn't sound right and called MK.  They told me to have her contact them and they would handle it.
     Turns out she had bought it at a yard sale for almost nothing and was trying to get money back - the full retail!!    When I wouldn't do that, she said she'd "let me" exchange it for colors she could use.    I referred her to Mary Kay.    By the way, never heard from her again.

     With today's rampant, illegal use of Ebay, flea markets, and even thefts (people watch for UPS delivering to MK consultants who aren't at home), you don't want to get caught in the middle.  If they did not purchase it from you, refer them back to that consultant and if they don't know who she is, refer them to MK.  They will handle it.
     If the customer is legitimate, she will understand and still become your customer.  In fact, she will appreciate Mary Kay's policy of doing what is right.

I wanted to pass this along to you and our awesome directors.  It was brought to my attention in a phone call with Mary Kay Corporate this afternoon that there is a major change in our 100% guarantee.  I facialed a really nice young woman this afternoon that I had met through a fish bowl I had out during the holidays who had lost her consultant and wanted to get back on the skincare, etc.  She brought 2 formula foundations with her that weren't the right shade or formula for her skin type and an eyeshadow that she didn't care for either.  I gladly just exchanged them out at the end for the right formula and color of foundation and a different eyeshadow as I wasn't her consultant who sold them to her. The sale was $98.50 total.  After deducting the two foundations and eyeshadow it brought it down by $34.00.  I didn't mind as I went to the library when I was done and did my return like normal.  It got flagged.  I called MK Corporate to figure out what they needed.  That is when I learned this new important information.

If you have not sold the product to the customer do not refund it for money or products.  This was recently just updated and put out in the director's memo.  I know many were at leadership and might have unknowingly overlooked something so critical to pass along to us.  I explained to the lady at corporate that I have been at meetings and have not heard a word about this important change.  The client/customer is to call 1-800-Mary Kay.  The reason behind this is they are not honoring anything bought on Ebay, etc.  Thank the Good Lord!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  They don't want the sales force taking hits like this anymore.  So just refer them out to corporate and let corporate figure out how to help them.  They also don't want the sales force taking hits on products not purchased by/from you.  She was really wonderful on the phone about it and honored what I did, but she shared with me this important information to pass along, so we don't lose sales anymore. 

If you have any questions just call them, but it's pretty simple.  If you did not sell it too them, don't refund it.  They have to call MK Corporate.