A customer claims you shortchanged them by $5 after they've left and returned. What's the BEST action?

Customer claims of being shortchanged are common — sometimes correct (clerk error), sometimes incorrect (customer miscounted), sometimes attempted fraud (rare but exists). The exam screens for: (1) TAKE CLAIM SERIOUSLY — don't dismiss without investigation; (2) PROCEDURE-BASED — every facility has procedures (check drawer count, review transaction, involve supervisor); (3) FAIR TO BOTH SIDES — investigate before accepting or rejecting; (4) RESPECTFUL TREATMENT — even if the customer turns out to be wrong, they don't deserve hostile treatment; (5) DON'T IMPROVISE — paying from your own pocket creates issues (drawer balance may already be off in some direction; investigation is undermined). If your drawer ends up over by $5 at end of shift, the claim is likely correct and procedure can resolve it. If drawer balances correctly, the claim is likely incorrect. Refusing to consider fails service. Paying from pocket creates problems. Accusing the customer of lying is rude and may be wrong. The right pattern: take seriously + investigate per procedure + involve supervisor + respect throughout.