Cust: I'd like to return this bra, I've only worn it twice and the wires have come out...
KJ: was it just a return or did you want to exchange it?
Cust: I'd like to exchange it (cust pulls out a very old and very grey bra. There is no plastic on the wires as it looks like its been machine washed and that's why the wires are out)
KJ: did you want to get fitted for a new bra as this one has been discontinued?
Cust: I'll get fitted
KJ: ok, if you pop downstairs they will be able to sort that out for you...
(later)
Cust: I've got the exchange, I'm going to take this one instead (masquerade Rhea)
KJ: (puts the return through and then scans the new one) ok, that leaves £15.50 to pay
Cust: how does that work? I'm exchanging it?
KJ: the one your bringing back cost £19.50 and the one you want to take costs £35 so that makes a difference £15.50
Cust: oh... I see...
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