Returns Rant - relevant to clothes sales only!

[deniser]

Returns are driving me crazy! Ok so it's a clothing site and customers are used to the "I can't choose and can't be bothered to check the measurements so send me one of everything and I'll choose when I get them and send the rest back" mentality promoted by the big catalogues but it is definitely getting worse.

It's not just the quantity of predictable returns but the fact that some are way outside our 14 and the DSR's 7 working day return period, some up to 6 months or a year later.

I have always bent over backwards to be helpful to customers but having spent the whole day so far processing returns including parcels with no paperwork trying to identify who they belong to, replacements to foreign countries at high postage rates, clothes with tags missing, parcels returned by the Royal Mail for not having been collected, cancelled weddings and jilted brides (isn't that what wedding insurance is for?), absent flower girls, neurotic brides etc. I am fed up. And the bigger the parcel, the more it costs to subsidise my fixed price postage, insurance, packing materials - which is fine for a big sale but it has the opposite effect as it is more likely to be returned

My returns policy is clearly set out on the website and in the order confirmation email. But no-one takes the slightest bit of notice. I want to enforce things a little more strictly. Would a credit note rather than a refund be a sensible way forward for returns way outside the returns period? Or do I just say no you are too late?

What do other people do?

Rant over.......sorry!

[sysops]

My returns policy is clearly set out on the website and in the order confirmation email. But no-one takes the slightest bit of notice. I want to enforce things a little more strictly. Would a credit note rather than a refund be a sensible way forward for returns way outside the returns period? Or do I just say no you are too late?

Returns are definitely a big problem, and you need to have a fair but robust returns procedure in place in order to minimise the business cost.

First, your returns page needs to clearly explain that they must contact you before returning anything, and that all returns must have an RMA number or they will not be accepted. You can issue this in your emails, and require that it is clearly marked on the outside of the returned parcel.

Second, don't accept returns which are way outside of your returns period. A month to 6 weeks is more than enough - anything beyond this, just say sorry. Yes, this will lost you a few customers, but it will lose you exactly the kind of customers you want to lose.

What % of your orders generate a return? Measuring this is important, because it allows you to fine-tune your processes to reduce the %.

[SillyJokes]

The post above seems spot on - get that returns number generated. Then you can filter out the mickey takers.

Maybe take the time to contact a customer who has ordered one of each size to try and get the right size to her.

Is it possible you are generating some of these returns yourself by not having sufficient information on the website about your products? Making sure your descriptions are complete will have a good impact.

I understand that some clothing sellers have a 30% returns rate - how does that measure against what you get?

Lastly, in the wedding market you will have to get used to all the hassle that goes with it. We sell hen night stuff and have really quite a high return rate for cancelled hen nights, people not coming on hen night and generally over ordering with the intent to send it back. Much higher than for similar items going out to a regular party.

[deniser]

First, your returns page needs to clearly explain that they must contact you before returning anything, and that all returns must have an RMA number or they will not be accepted. You can issue this in your emails, and require that it is clearly marked on the outside of the returned parcel.

Second, don't accept returns which are way outside of your returns period. A month to 6 weeks is more than enough - anything beyond this, just say sorry. Yes, this will lost you a few customers, but it will lose you exactly the kind of customers you want to lose.

What % of your orders generate a return? Measuring this is important, because it allows you to fine-tune your processes to reduce the %.

Yes it does say they must contact us -some do but others don't. Most just either can't or won't read any kind of instructions.

I am actually thinking of stopping this so that they don't inadvertantly (sp?) "cancel in writing" under the DSR so that I don't have to refund their postage costs.

I am having some new returns forms printed which they have to fill in to accompany any return which I hope will help from the admin point of view.

I think I will impose a 2 months cut off date - even though officially it's 14 days - after which they can have a credit note - I suppose I can blame it on the banking system - Paypal for instance does have a 2 month limit for refunds.

Genuine returns are very low - because I go to great lengths to provide detailed product and sizing information on my site - and because I query anything in an order which looks wrong to me before sending out the goods (many people don't know the difference between white and ivory for example and think they can mix the two colours) or order mismatched sizes.

The problem is that people are treating online shopping more and more as a visit to the changing room with an armful of clothes rather than a conscious decision to buy an item. This is so different to the early years when people were used to the Ebay way of doing things (before it became deluged by professional sellers) and regarded all internet sales as final.

I also think that some people buy my stuff just to have their children's photos taken - and then send it back.

I have thought about having an order limit for new customers but not sure how this would go down. I do have some high spending regular customers so can't apply it across the board. Or maybe two different postage prices for orders under and over a certain amount?

It's difficult.

[KidsBeeHappy]

You don't have to incurr the costs of the returns. If you ask customers to pay for their own return postage i'm sure that will cut down on it a little.

[sysops]

Yes it does say they must contact us -some do but others don't. Most just either can't or won't read any kind of instructions.


Sounds familiar :-)



I think I will impose a 2 months cut off date - even though officially it's 14 days - after which they can have a credit note - I suppose I can blame it on the banking system - Paypal for instance does have a 2 month limit for refunds.


I really think this is over-generous - I'd say 2 months then no returns at all is reasonable.


I also think that some people buy my stuff just to have their children's photos taken - and then send it back.

Lol. Shouldn't laugh, but that is funny...



I have thought about having an order limit for new customers but not sure how this would go down. I do have some high spending regular customers so can't apply it across the board. Or maybe two different postage prices for orders under and over a certain amount?


I don't think this approach is a good one, since it will hurt your average order value. I'd work on it from the other end.

[deniser]

The post above seems spot on - get that returns number generated. Then you can filter out the mickey takers.

Maybe take the time to contact a customer who has ordered one of each size to try and get the right size to her.

Is it possible you are generating some of these returns yourself by not having sufficient information on the website about your products? Making sure your descriptions are complete will have a good impact.

I understand that some clothing sellers have a 30% returns rate - how does that measure against what you get?

Lastly, in the wedding market you will have to get used to all the hassle that goes with it. We sell hen night stuff and have really quite a high return rate for cancelled hen nights, people not coming on hen night and generally over ordering with the intent to send it back. Much higher than for similar items going out to a regular party.

I do often contact customers to say - you're obviously confused about what to choose, can I help you - which tends to work well in limiting the stuff going out. But it's those indecisive people who send stuff back as well.

I don't think there is a website with as much information about the products as ours - but people just don't seem to be bothered to read it. For example, there's a huge warning about one brand on the site on every product page saying "This item comes up small, please buy a size up" and they still buy the same size as the other things in their shopping basket.

Our returns rate is about 10% - but most of that is on the wedding stuff as you quite rightly point out - and mostly because:

a. brides can't make up their minds
b. no-one understands that not all 4 year old children are the same size and that children's clothes are fitted by height, not age
c. or they do understand b. but won't take the trouble to find out the child's height.

[deniser]

You don't have to incurr the costs of the returns. If you ask customers to pay for their own return postage i'm sure that will cut down on it a little.

I do that already - I'm sure the returns rate would be much higher if I didn't.

[deniser]

Lol. Shouldn't laugh, but that is funny...






You can just picture baby in the photographic studio with mum changing the outfit between each shot!

[gibby]

I do sympathize with you as we have a similar thing with shoes.

We did find the same awkward customers were taking they mickey so we put a stop to it & it hasn't hurt sales at all but gives us much more time to focus on the important parts of the biz.

For us customer must inform us within 14 days if they want to return something. They have to pay their own postage with recorded delivery to return unwanted items as this protects them if the good old PO lose it.

We did find a few customers would save up the returns & send them back in bulk so we made a rule that anything that came back after 30 days of telling us they wanted to return it, would be given credit only.

we do encourage customers to order multiple sizes so that they keep at least on of the items & we are happy to take the others back but again we state the goods & packaging have to be in good condition.

All returns must have a returns ref, they must notify us & we do include notes on how to return the goods on the website & as a note with the goods.

10% is about right for us and we are flexible with customers over the rules - except those that mess us around.

A classic example was a lady who ordered some shoes, asked to return them as they didnt fit & then decided she didnt like them when the new ones arrived.
She sent them back with no notes or returns ref & then got on the phone demanding the refund was done while she was on the phone.
She didint know her order number etc and we didnt rush to sort the problem.

With your international orders I would insist if they return goods for an exchange, that they include the courier costs for the postage back out.
It can really hurt you paying int courier costs & we dont get int returns at all.

hope that helps

G

[gibby]

You could also try sizing guides

G

[deniser]

You could also try sizing guides

G

All the information is there - they just can't be bothered with it.

[KidsBeeHappy]

All the information is there - they just can't be bothered with it.


I know that problem - that's my big problem, getting people to read and understand. I think you have to make the assumption that people won't and don't want read anything - so you've really got to spell it out for them.

I think I am going to use pop up boxes or something similar on my site. Can you do anything like that? For example if people order 2 sizes of the same product can you get a pop-up or re-direct that takes them through to the sizing guide?

[deniser]

I know that problem - that's my big problem, getting people to read and understand. I think you have to make the assumption that people won't and don't want read anything - so you've really got to spell it out for them.

I think I am going to use pop up boxes or something similar on my site. Can you do anything like that? For example if people order 2 sizes of the same product can you get a pop-up or re-direct that takes them through to the sizing guide?

It doesn't need to pop up - it's right there on the page and unmissable.

But thanks for the suggestion.

My other problem is that my web designer is 6 months behind with my work so getting any new ideas implemented is tortuous!

[bobgentry]

Our Biggest problem is customers who order a fancy dress costume where it for the occasion then send it back with the tags either removed or clumsily put back on saying it did not fit.
How should we deal with this problem?

[boho]

Our Biggest problem is customers who order a fancy dress costume where it for the occasion then send it back with the tags either removed or clumsily put back on saying it did not fit.
How should we deal with this problem?

You could try capturing the date of the event during the order process somewhere and then add something to your terms and conditions excluding returns which fall after the event date - I see that used quite a lot in wedding shops - I dont allow returns on wedding items myself that are returned after the event, it has to come back within 7 days with all tags attached in its original packaging and a valid RMA...you have to be strict unfortunately.

[gibby]

Goods have to be returned in a re sellable sate, if tags are missing you can refuse to accept them.
I have come across a few money saving expert sites promoting that they wear clothes once & return them. I call em parasites.

Make sure you have this stated in your included return notes & on your sites.
when they email you to ask for a return ref make sure this info is linked to.

You are well within the law to do this.
Do some web searches as a mate found he was on a list of easy sites to return goods to.

G

[bobgentry]

Thanks for all the good tips.
We have been getting stricter with our returns. I especially like the event date idea.
I'm going to add this to our terms and conditions and find a way to capture the information at sale time.

[First in Retail]

Goods have to be returned in a re sellable sate, if tags are missing you can refuse to accept them.
I have come across a few money saving expert sites promoting that they wear clothes once & return them. I call em parasites.

Make sure you have this stated in your included return notes & on your sites.
when they email you to ask for a return ref make sure this info is linked to.

You are well within the law to do this.
Do some web searches as a mate found he was on a list of easy sites to return goods to.

G

Legally this in not correct ! if a customer cancels there order under under the DSR rules then you have 30 days to return there money REGARDLESS of even getting the goods back let alone saleble condition.

I have had this with IKEA who refused to payup because the packaging was ripped, how on gods earth do you open a glued together cardboard box. Anyway I won.

I don't agree with it, just saying your statment is incorrect.

[deniser]

Legally this in not correct ! if a customer cancels there order under under the DSR rules then you have 30 days to return there money REGARDLESS of even getting the goods back let alone saleble condition.



But they have to take reasonable care of the goods - which probably means not taking off the tags and certainly not wearing them.

[First in Retail]

You miss my point:

Legally you are stuffed, your recourse of action regarding care of the product or not seeing it again is NOT part of the refund process, and has to be treated completley seperate.

So for example:

Goods returned without tags and smelling of BO, "legally", you have to issue a refund for the full amount including outbound delivery, and then start proceedings to recover the cost of cleaning, re-tagging, whatever.

This situation is not common, but if you get a customer who knows what they are doing then you have a fight on your hands, remember if they pay by credit card, the company WILL follow the letter of the law regardless of how unfair or unreasonable that is.

again I am not advocating it, but some info on forums can be wrong and can get you in bother.

[sysops]

You miss my point:

Legally you are stuffed, your recourse of action regarding care of the product or not seeing it again is NOT part of the refund process, and has to be treated completley seperate.


You keep spouting this nonsense, but you are incorrect.

The fact is that retailers should (and usually do) stick to their guns when it comes to customers taking the piss (as you did with Ikea). It is then up to the customer to pursue the matter through the small claims court, which most won't.

[groovyjon]

We've never bothered with the RMA concept, because I think it's just one other thing for the customer to ignore, not bother with, not understand, etc. As has been said before, customers just do not read info/instructions. For those that do have a RMA procedure, how many come back without the number? And what do you do when it happens?

Regarding postage, one thing that annoys me is even though we state clearly that the customer is responsible for paying return postage, some will always just put it back in the post with our original PPI label on and not pay any postage or just write "return to sender" or something. Yes, our T+C state that we reserve the right to charge their card if they return something with no/insufficient postage, but so far I've not been brave enough to do it. I don't fancy the chargeback letters when the customer complains about the "unauthorised" transaction.

[deniser]

You miss my point:

Legally you are stuffed, your recourse of action regarding care of the product or not seeing it again is NOT part of the refund process, and has to be treated completley seperate.

So for example:

Goods returned without tags and smelling of BO, "legally", you have to issue a refund for the full amount including outbound delivery, and then start proceedings to recover the cost of cleaning, re-tagging, whatever.

This situation is not common, but if you get a customer who knows what they are doing then you have a fight on your hands, remember if they pay by credit card, the company WILL follow the letter of the law regardless of how unfair or unreasonable that is.

again I am not advocating it, but some info on forums can be wrong and can get you in bother.

I know that but in reality it doesn't happen because consumers don't know about the DSR and even if they did, they are often subtley discouraged from falling within the DSR ( I've noticed a few of these sneaky methods in the big companies' T & C (Sad person that I am, I am always reading these!))

You can apply whatever rules you like to returns which are outside the scope of the DSR - which most are because they fall into one of these 3 categories:

1. Contract not cancelled with 7 working days of receipt
2. contract not cancelled in writing - they phone much more than email
3. They keep at least one item from the order

[deniser]

Regarding postage, one thing that annoys me is even though we state clearly that the customer is responsible for paying return postage, some will always just put it back in the post with our original PPI label on and not pay any postage or just write "return to sender" or something. Yes, our T+C state that we reserve the right to charge their card if they return something with no/insufficient postage,

That hasn't happened to me but would be a nightmare.

How do you recharge their card when you have to destroy the card details straight away?

[sysops]

For those that do have a RMA procedure, how many come back without the number?

Very few, I don't have exact figures, but between 5-10%.


And what do you do when it happens?


We do process them, but they go to the bottom of the queue. Returns with RMAs get processed the same day, without fail. Those without can take up to a week.

[groovyjon]

How do you recharge their card when you have to destroy the card details straight away?

We have a "bill by reference" facility with our payment processor. We don't ever see the card details, but we can issue further transactions against them.

[First in Retail]

You keep spouting this nonsense, but you are incorrect.

The fact is that retailers should (and usually do) stick to their guns when it comes to customers taking the piss (as you did with Ikea). It is then up to the customer to pursue the matter through the small claims court, which most won't.


sysop, I have already shown you the error of your ways in the past please lets not start again, you do know the DSR, and clearly have some wierd slant on how it works. I know who would win in a court between me as a customer and you as a retailer !

Clearly I am reading the guide wrong again ! anyone reading this post please read the DSR Guide and make up your own mind, http://www.oft.gov.uk/shared_oft/business_leaflets/general/oft698.pdf

I am not a legal expert, but clearly the sections from the guide below speak for themselves.

Refunds (Regulation 14)
When do I have to refund a consumer’s money if they cancel
an order?
3.46 As soon as possible after the consumer cancels, and in any case
within 30 days at the latest. You must refund the consumer’s money
even if you have not yet collected the goods or had them returned to
you by the consumer. You cannot insist on the goods being received
by you before you make a refund. See also paragraph 3.64.
Can I withhold a refund if a consumer fails to take
reasonable care of the goods?
3.47 No. Other than for the exceptions at paragraph 3.38 the DSRs give
consumers an unconditional right to cancel a contract and legally
oblige you to refund all sums due in relation to the contract as soon
as possible after the consumer cancels, and within a maximum of 30
days. The DSRs do, however, give suppliers a right of action against
consumers for breach of the statutory duty to take reasonable care.

Can I insist that consumers who cancel an order within the
cancellation period return the goods as new or in their
original packaging?
3.58 No. Consumers are under a duty to take reasonable care of the goods
while in their possession as discussed in paragraph 3.44. The DSRs
allow consumers to examine goods they have ordered as they would
in a shop. If that requires opening the packaging and trying out the
goods then they have not breached their duty to take reasonable
care of the goods. In these circumstances you cannot insist that
consumers return the goods as new or in their original packaging.
You may ask consumers to return goods with the original packaging,
but you cannot insist on this. In the case of goods such as earrings
that have hygiene seals, you may require consumers to exercise
reasonable care by not removing the seals when examining them.

[First in Retail]

Sysop said "when it comes to customers taking the piss (as you did with Ikea). "

Please tell me HOW! I return an item when it arrives in a brown box glued and stapled together, we open it and find I want to return it (no reason needed) how do we return them.

Please enlighten us as all as to the proceedure in this case, how the hell do you return the item as it arrived ???????, I dont have access to a x-ray machine or an industrial packing machine.

[sysops]

Sysop said "when it comes to customers taking the piss (as you did with Ikea). "

Please tell me HOW! I return an item when it arrives in a brown box glued and stapled together, we open it and find I want to return it (no reason needed) how do we return them.

Please enlighten us as all as to the proceedure in this case, how the hell do you return the item as it arrived ???????, I dont have access to a x-ray machine or an industrial packing machine.

Look, I don't really enjoy our little conversations, so I don't really want to prolong this one.

You bought something from Ikea having seen it in the catalogue, online or in a shop. You then tore open the box, rendering it unfit for resale.

You say no reason needed - trust me, no retailer in the land will accept that without challenging it for an item that isn't resalable. If it was different from the description/image, fine. If you just changed your mind because you're a bit of an arse, not fine.

[gibby]

lots of issues here but what really helped us was an A4 sheet with the delivery

In nice big letters it states that customers must try on shoes on a carpeted area, etc etc
It also states that in order to return goods they must ......................

It works & has cut down false returns dramatically.
As pointed out the legal side is iffy and open to interpretation.

One of the reasons we have this attitude form customers is the way supermarkets allow them to return almost anything any time

G

[First in Retail]

sysop, do you actually practice being such a idiot or is it a natural gift you have ?

Do you actually have a store ? It seems that anyone who disagrees with your point of view gets sharp treatment, You clearly are the god of all retail knowledge.

I wonder if your such a gob face to face ?

[sysops]

Do you actually have a store ? It seems that anyone who disagrees with your point of view gets sharp treatment, You clearly are the god of all retail knowledge.


Erm, no, you're the one who calls himself "first in retail".



I wonder if your such a gob face to face ?

Trust me, I'd never mix with someone like you, so you'll never find out.

[SillyJokes]

Boys, boys, play nice.

Returns need to be reduced but considering the level of shoplifting in bricks and mortar places I think we get off pretty lightly.

The percentage of customers appearing to take the mickey is quite small, they just anoy you out of all proportion for their bare faced cheek.

It's good to know that ordering at a distance without being able to examine goods you are extremely well protected, long may it last, because without this no one would order online.

[First in Retail]

Sysop, never say never!, you don't know who you may bump into one cold dark night.......................

I can picture newspaper now:


Man (I assume) found dead as he walked home from a blind date who never turned up, beated to death with a copy of the DSR which was found strewed about his body


Police know the man and are treating his death as "acceptable"

[sysops]

Never say never!, you don't know who you may bump into one cold dark night.......................

I can picture newspaper now:

Man (I assume) found dead as he walked home from a blind date who never turned up, beated to death with a copy of the DSR which was found strewed about his body

Police know the man and are treating his death as [/font]"acceptable"


Erm...

Weirdo...

[First in Retail]

Or should I be looking more at having an industrial accident at the "FARM"

ooooohhhhhhh hhhaahahahah ooohohohooh

See you have strated me making halloween noises in the office people think I am going mad, and worse now know I am not working..

[Jay08]

I bought a table from Ikea and ripped the brown packing then realized the table was to small. The packing was no way in the state it came in and wasnt packed same way, but they still took it back without asking questions.

[sysops]

I bought a table from Ikea and ripped the brown packing then realized the table was to small. The packing was no way in the state it came in and wasnt packed same way, but they still took it back without asking questions.

Had they perhaps quoted the measurements in different, smaller centimetres than the ones on your measuring tape?

[deniser]

Erm...

Weirdo...

Quite funny though.....

[deniser]

:D:DHad they perhaps quoted the measurements in different, smaller centimetres than the ones on your measuring tape?

:D:D:D

[allsquare]

I blame Marks & Sparks :D

[Jay08]

Had they perhaps quoted the measurements in different, smaller centimetres than the ones on your measuring tape?

Was nothing wrong with the length measurement. We had more space then we thought for a L space desk so got a bigger size, they took it back without any problems.

[First in Retail]

Was nothing wrong with the length measurement. We had more space then we thought for a L space desk so got a bigger size, they took it back without any problems.

I think the post was an attempt at humour, please don't blame the forum, sometimes the loonies manage to get there logons correct and join in. You could help me bludgeon him to death if you like ? I don't mind sharing the task............

We just have to wait for a dark cold night .......mmmooohhhaaawwww

[deniser]

Was nothing wrong with the length measurement. We had more space then we thought for a L space desk so got a bigger size, they took it back without any problems.

You're exactly the sort of customer I'm complaining about. Those who don't measure first. :)

[Jay08]

You're exactly the sort of customer I'm complaining about. Those who don't measure first. :)

You dont have to worry about me, i never return cloths that are the wrong size i just wear them. If am unsure i get a size bigger. But something like a desk had to go back, I dont know what i was on the day i was measuring.

LOL First in Retail.

[deniser]

[quote=Jay08;671048]i never return cloths that are the wrong size i just wear them. [quote]

Thanks - that made me laugh!:D

[gibby]

What is annoying is when a customer orders something & returns it for a refund just because it dosent fit, rather than get the next size.

Does anyone have any tips on how to push nicely for exchanges rather than refund?

ta

G

[deniser]

What is annoying is when a customer orders something & returns it for a refund just because it dosent fit, rather than get the next size.

Does anyone have any tips on how to push nicely for exchanges rather than refund?

ta

G

I think when they say it doesn't fit and don't order the next size they really mean they don't like it.

[movietub]

Is it just me that cringes when out shopping with the girlfriend/wife and she presents the cashier with a load of returns without any explanation as to why they were coming back? I don't wish to be sexist but this is one of the all time things which most men don't do and most women I know seem to do frequently! Most women my generation that is, I'm sure my mum or her mum didn't use to do this quite so often.

My girl takes back probably 2/3 of what she buys and I hate it.

From a your point of view I would say very clearly that any item returned without a copy of the invoice or returns note/number will not be processed and instead put to one side and if your not contacted within two weeks it will be binned or re-sold.

If I returned a pair of jeans by walking past the front of the shop and throwing them in do you think they would track me down and issue a refund?

Also you should cash in where possible to help offset the admin costs. For example after 7 days why not offer credit note only? That way you get another sale (or they lose it and forget about it).

[wezza]

Interesting topic and whilst reading had a question.

If you do not accept returns after a period of time say 2 months. What do you do if the customer just sends it in the post after your cutoff date?

Do you just post it back and say that they are too late?


I've had some emails from people wanting to a refund or exchange clothes, which is fine, but with some I'm still after waiting 2 weeks or so for the item to be returned! I've followed them all up to see if they have changed their minds!

[Blush]

I can totaly sympathise with you, we have noticed a very similar trend.
We sepnt a considerable amount of time with one lady, in fatc she travelled to some distance to the shop to collect the dresses even, and still returned two of them.Surely she could have known when she collected themn which ones would fit?
We have a cut off and I stick to it ruthlessly.One customer somethign a 6 weeks after she received it, she hadn't contacte dus prio tot his.I contatce dher to say we couldn't accept it and all we could offer was an exchange or credit note and she has never been back in touch.
I think some customers think they can order like they do at next, order half a dozen and keep one!!.We don' tpay the ocst of posting returns either.
As for information some customers do ignore the information on the site, especially on sizing etc.
I had one dress returned minus the swing tags and it smelt nicely of lenor! Customre wasn't happy that we refused to refund, in the end I did a partial refund and used the dress as a display dress in the shop

[boho]

Interesting topic and whilst reading had a question.

If you do not accept returns after a period of time say 2 months. What do you do if the customer just sends it in the post after your cutoff date?

Do you just post it back and say that they are too late?


I've had some emails from people wanting to a refund or exchange clothes, which is fine, but with some I'm still after waiting 2 weeks or so for the item to be returned! I've followed them all up to see if they have changed their minds!

If they haven't complied and then just send them back after the legal period of entitlement then they are unsolicited goods, so you dont have a responsibility to do anything, its up to them to collect the items at their own cost if they want them back. Hence the policy of issuing an RMA note and making it quite clear on there what the conditions and timescales are for return.

Its the only way to not end up being victimised by unscrupulous customers, and that way you lose the ones you didn't really want anyway.

Remember the old Pareto 80/20 rule of thumb, 20% of your customers cause 80% of the problems - its those 20% who take up an inordinant amount of time and yet account for the least level of spend generally, or certainly not spend which accounts for a good value in comparison to the time trying to reolves issues.

[gibby]

A friend of mine hit that situation, she sent some items back to a firm 8 weeks after telling the firm she was going to return them.

The firm refused to refund her so she asked for the goods to be returned to her they agreed on condition she paid the delivery cost upfront.

She really is a complainer and despite realy moaning about it all the firm didnt budge - rightly so.
She went to trading standards & her card company & was told both times it was clearly her problem.

I think we need to be this strict with customers on these matters as we wont be in business long if we dont.

We work very hard to give good service and keep prices keen, if customers get silly with returns it just puts up prices.
Some customers will moan about it but the good ones will come back & the mcnuggets can shop elsewhere


G

[boho]

I think we need to be this strict with customers on these matters as we wont be in business long if we dont.

We work very hard to give good service and keep prices keen, if customers get silly with returns it just puts up prices.
Some customers will moan about it but the good ones will come back & the mcnuggets can shop elsewhere

Quite agree!

[groovyjon]

Another classic excuse when they return something outside the returns period is that it took 3 weeks to get to them in the post. If it is an unsigned delivery (smaller items just sent by first class) then there's no way of proving otherwise.

[KidsBeeHappy]

Another classic excuse when they return something outside the returns period is that it took 3 weeks to get to them in the post. If it is an unsigned delivery (smaller items just sent by first class) then there's no way of proving otherwise.


Which is why you pay the extra 70p and make it signed for!!
Then the "we never got it" arguments never occur.

[sysops]

Which is why you pay the extra 70p and make it signed for!!
Then the "we never got it" arguments never occur.


Yebbutt...

(this is one of my favourite subjects, can you tell?)

You send 100 parcels, 300g each

Scenario A. 1st Class Packet Post
You pay £1.84 x 100 = £184.00

Scenario B. 1st Class Recorded
You pay £2.54 x 100 = £254.00

How many of the 100 will even be later than 2 days, never mind go missing or have problems? Enough to warrant £70 extra? Depends very much on the value of your parcels.

[deniser]

Yebbutt...

Depends very much on the value of your parcels.

Well that's the key to it. If my parcels were worth less than £20 I wouldn't bother with recorded.

My parcels are worth between £20 and £300 each so I always use recorded. My dilemma is with the next stage - whether to use special delivery or not but on balance and doing a similar sort of calculation I don't.

My main issue is making sure no-one can rip me off by claiming they haven't received it.

[gibby]

if we do use the post office we alwasy use signed for as they go missing far less than the others.
The customers pay the postage anyway - in one form or another and it save all the hassle.

We do state that customers must send recorded items back signed for/recorded. If not & the items go missing they have to handle it with the post office.

G

[Steve2507]

We have the same problem as everyone else with clothes. We recently had one women who sent back a costume stinking of cigarette smoke and was dirty. It had obviously been worn to a party. It simply went straight back to her (after we had taken photos of it).

What really gets me (apologies if this turns anyones stomach) are the customers who return toys. Sometimes months after they were purchased, saying they have tried them and didn't like them. They even get sent back to us with various curly bits (if you know what I mean). The toys go straight back to them with a polite but firm letter stating we cannot accept toys back once opened and used. Before anyone questions this I have confirmed it with trading standards and the DSR is to give someone the same chance to look at a product as they would in a shop. You wouldn;t test one of our toys in a shop would you?

[movietub]

We have the same problem as everyone else with clothes. We recently had one women who sent back a costume stinking of cigarette smoke and was dirty. It had obviously been worn to a party. It simply went straight back to her (after we had taken photos of it).

What really gets me (apologies if this turns anyones stomach) are the customers who return toys. Sometimes months after they were purchased, saying they have tried them and didn't like them. They even get sent back to us with various curly bits (if you know what I mean). The toys go straight back to them with a polite but firm letter stating we cannot accept toys back once opened and used. Before anyone questions this I have confirmed it with trading standards and the DSR is to give someone the same chance to look at a product as they would in a shop. You wouldn;t test one of our toys in a shop would you?

You know there used to be (maybe still are) scams pulled by sellers of 'adult gadgets' which relied on sending someone the wrong/cheaper alternative of what they had ordered from a magazine. The idea being that most people kept such purchases low key and would not call to complain. Simply accepting the £10 piece of crap instead of the £40 monster they were expecting from the picture in the magazine...

Sounds like your being honest and experiencing the exact opposite - cheeky buggers happy to send anything back!

If I were you I would coat the next returned toy in itching powder before popping it back in the post to them ;)

[gibby]

We have the same problem as everyone else with clothes. We recently had one women who sent back a costume stinking of cigarette smoke and was dirty. It had obviously been worn to a party. It simply went straight back to her (after we had taken photos of it).

What really gets me (apologies if this turns anyones stomach) are the customers who return toys. Sometimes months after they were purchased, saying they have tried them and didn't like them. They even get sent back to us with various curly bits (if you know what I mean). The toys go straight back to them with a polite but firm letter stating we cannot accept toys back once opened and used. Before anyone questions this I have confirmed it with trading standards and the DSR is to give someone the same chance to look at a product as they would in a shop. You wouldn;t test one of our toys in a shop would you?

I would send a letter demanding the courier costs before retuning the used items.
We legally should be allowed to charge for time wastage for this sort of thing.

G

[MH1]

All any retailler has to do is stick to their T+C's, nothing more and nothing less.

If you don't feel they are worth sticking too why would your clients? I don't have return problems myself, probably had three items out of the last 2500 returned, if they are out of the return date it becomes my decision only if I agree to an exchange.

I offerred a woman an exchange recently, she argued, so I promptly informed her the offer was no longer on the table. I treat all clients fairly and legally, but I refuse to be taken for a ride.