How would you handle a customer who wanted to return a product outside of the return policy?

"Well, I would first listen and make sure the customer felt heard. I would hear them out, ask questions, and then I would show them that I respectfully took some time to consider their request. Once they felt heard, validated, and cared for, I would take every component of their individual circumstance into account and determine whether it met the qualifying criteria of our return policy. If it didn't, I would determine whether it warranted an exception to our policy. And if it didn't, I would assess how I could retain their loyalty, and perhaps offer them a coupon or promo code, to keep them coming back and to feel appreciated as a valued customer. But throughout, I would treat them with respect, and as a friend."

Before you interview, familiarize yourself with Zalando's extensive and generous return policy. "The customer has 100 days to return items (as long as unused and with the labels still attached) as per Zalando policy. Should a customer contact us regarding a complaint, the agent will use our internal complaints tool, which will offer one of 3 solutions based on various pre-programmed factors: a partial refund, a full refund, or request photos" to certify the condition of the item. This last option is for when an investigation is opened by their customer care team to determine the condition of the item. But the FAQs they offer provide lengthy details on how to manage all varieties or requests, so read up on it before launching into your interview, even if it doesn't apply to your position. The more you know about the company, the better.