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You've just finished painting the dining room "Celadon Pottery" from the Martha Stewart color palette, and even Martha would be impressed with the job. But you have unused brushes, painter tape, and drop cloths left over, and no opening on your calendar for another painting project until 2010.
A frantic search for the Lowe's receipt in the pile of post-painting debris proves fruitless. Later, you sheepishly explain to the Lowe's clerk that you want to return the unused paint supplies for a refund, but you've lost the receipt. No worries: Chances are, you'll be out of there, with your full refund, in just a few minutes. Lowe's has developed a returns system that lets customers quickly return items, with or without a receipt, without any hassles. That's because the system lets Lowe's associates scan returned items' bar codes and validate the original invoice information, including each item purchased, its purchase price, and the payment methods used, so clerks can efficiently process accurate refunds. "Customers don't look forward to returns at most retailers," says Lowe's CIO Steve Stone. "If we can make this process as painless as possible, it's yet another reason for them to choose Lowe's."
Illustration by Curtis Parker
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