Product Complaint and Non-

Saleable
return process

Product Complaints

Any product sold by the LCBO that is faulted (ex. off flavour, faulty
packaging
etc.) can be returned to any LCBO location for refund. A receipt is
not required for the return however, if a customer presents a
valid receipt and the current
price is less than the original purchase price, the original purchase
price will be honoured. Returns without a receipt will be refunded
the current price.

Processing a Product Complaint Return

1. Begin the return process by selecting the Return/Toggle key at

the POS.
2. A prompt will be displayed reading SCAN TRAN BARCODE OR
KEY STORE #.
If the customer has their original receipt, scan the barcode or
enter the transaction information. A receipt is not required to
process a product
complaint return. If the customer does not have a receipt,
press Enter to bypass the original receipt entry and proceed
to the Reason Code prompt.
3. Select Reason Code 6 – Product Complaint as the reason for
return
4. Scan the return item.
5. The Enter Return Item prompt will now be displayed. Enter
Vintage Year, input in 4-digit format or press Enter to bypass. A
prompt to Enter Lot # will be displayed, input as 12- to-20-digit
number or press Enter to bypass.
6. Valid Photo ID must be used to verify the customer’s
information for all returns/exchanges. Enter the details
directly as found from their photo identification or Customer
Identification Slip which must be verified to match the
customer ID before starting the return.
Note: Customer Identification Slip must be destroyed after
processing the return.
7. The Customer Information prompts will ask for Customer First
Name,
Customer Last Name, Address, City, Province, Postal Code,
Phone Number and Email Address. After entering all
 Product Complaint and Non-
Saleable
return process
information, continue to the POS flat screen.
8. On the flat screen select the appropriate Reason for
Complaint and press Add.

Note: Non-Saleable should not be selected for a product complaint.

 Product Complaint and Non-
Saleable
return process

9. Select Total to complete the return. A prompt will

display to Enter Manager ID to approve the return. This
will require the manager or designate to enter their
credentials as approval. Press Enter to advance to the
Select Tender prompt.
10. Once the transaction is complete, have the customer
sign the store copy of the receipt and retain it in the store
file.
11. Isolate and retain the product in an area where it will
not be returned to the shelf for sale. A copy of the product
complaint will be printed automatically. Retain the copy with the
product until such time when the product is destroyed by the
manager.

Note: If this is for a complaint involving illness or injury select

the checkbox on the flat screen. If the customer requests
investigation into the complaint, select the Customer Requested
Investigation checkbox. Quality Assurance will be
notified automatically when these options are selected and will
follow up with the store directly. The Manager may not destroy
the product until Quality Assurance has contacted the store.
Store the product securely until further instructions are
received from QA.

Non-Saleable

For Regular Customers, Licensees, and LCO’s all products

purchased at the LCBO may be returned to a LCBO location if they
are in saleable condition and
accompanied with the original receipt. However, all product
returned will not go back to shelf. The following unopened
products can be returned to any LCBO stores; however, they are
processed in the same manner as Product Quality Complaints and
not placed back on the shelf for resale.

- Any products sold in a PET container

- Cream based Liquors
- Beer- any format or size
- Tetra Packs & Flex pack containers
- Wine in a box (Bag- In-A-Box) container
 Product Complaint and Non-
Saleable
return process

Important! Cider and non-cream-based coolers and RTD

products not sold in a PET container are saleable return
products.
 Product Complaint and Non-
Saleable
return process

Note: SOP returns are excluded from being returned as Non-

Saleable. All products sold under SOP can be returned as a
regular return and be placed back on shelf for sale and treated
as a regular SOP return.

Processing a Non- Saleable Return WITH a valid receipt

1. Begin the return process by selecting the Return/ Toggle key

at the POS.
2. Verify the last date to receive a refund at the bottom of
the receipt and scan the barcode or enter the transaction
information from the top
portion of the receipt.
3. Select Reason Code 6 – Product Complaint as the reason for
return.
4. Valid Photo ID must be used to verify the customer’s
information for all returns/exchanges. Enter the details directly
as found from their photo identification or Customer Identification
Slip which must be verified to match the customer ID before
starting the return.
Note: Customer Identification Slip must be destroyed after
processing the return.
5. Scan the return item.
6. On the touch screen portion of the cash terminal select the
reason on the product complaint screen as “NON-SALEABLE”.
7. Verify that the return is being processed under Reason
Code 6 – Product Complaint. This information is found on
the large screen at the POS beside the name of the returned
item. (If anything, other than RSN 6 is
entered for a non-Saleable return, abort the transaction, and
begin again).
8. Refund the customer to the original purchasing tender.
9. Have the customer sign the store copy of the Return receipt
and retain it with the store’s daily paperwork.
10. Isolate and retain the product, in an area where it will
not be returned to the shelf for sale, until it can be
destroyed by the manager.
 Product Complaint and Non-
Saleable
return process

Processing a Non-Saleable return WITHOUT a valid receipt

Unlike a product complaint for a faulted product a refund CAN

NOT be issued for a non-Saleable product without a valid
receipt. It is treated as a regular
exchange for a product of equal or greater value with the returned
non- Saleable product being processed under Reason Code 6.

1. Begin the return process by selecting the Return/Toggle key

at the POS.
2. Select Reason Code 6 – Product Complaint as the reason for
return.
3. Scan the return item.
4. Valid Photo ID must be used to verify the customer’s
information for all returns/exchanges. Enter the details directly
as found from their photo identification or Customer Identification
Slip which must be verified to match the customer ID before
starting the return.
Note: Customer Identification Slip must be destroyed after
processing the return.
5. On the touch screen portion of the cash terminal select the
reason on the product complaint screen as “NON-
SALEABLE”.
6. Verify that the return is being processed under Reason
Code 6 – Product Complaint . This information is found on
the large screen at the POS beside the name of the returned
item. (If anything, other than RSN 6 is
entered for a non-Saleable return, abort the transaction, and
begin again).

Note: If the value of the returned product without a valid receipt is

$500 or
more, a Head Office Cheque must be issued. Please refer to ISE-
0115-04 on how to process a Head Office Cheque return.

7. Select the Return/Toggle key and scan the item(s) of

equal or greater value and have the customer pay the
difference (if applicable).
8. Have the customer sign the store copy of the Return receipt
and retain it with the store’s daily paperwork.
9. Isolate and retain the product, in an area where it will not
 Product Complaint and Non-
Saleable
return process
be returned to the shelf for sale , until it can be
destroyed by the manager.
Product Complaints
&
Non-Saleable Process