A spate of returns

[catsandcanines]

I've had a few customers, over the last 3 months, returning goods simply because they changed their mind.

I'm out of pocket for nearly £50 because I still have to pay the courier that I used to send them the goods.

I have to give them a full refund which includes the cost of delivery.

If the customer changes their mind then you shouldn't have to refund the delivery cost.

I even got one email saying how the beds were just the job - 4 days later he wants to return them.

I wish there were some sort of protection for sellers.

 

[mhall]

Get used to it, you chose to sell via the internet. You need to add the cost of things like this into your price. Worse still are those you know are taking you for a ride, but they are just the cyber equivalent of shoplifters. Build the cost into your margins.

 

[gemd89]

Write it into your terms and conditions that you will only refund delivery if the product is damaged or not as described (I dont think theres any law saying if people arent happy with the item they can return it free) - Even in a shop situation they still have to drive back to the shop so it costs them something even if faulty. - If people have to pay their own postage I find they think twice about returning the item.

Gemma

 

[OldWelshGuy]

Write it into your terms and conditions that you will only refund delivery if the product is damaged or not as described (I dont think theres any law saying if people arent happy with the item they can return it free) - Even in a shop situation they still have to drive back to the shop so it costs them something even if faulty. - If people have to pay their own postage I find they think twice about returning the item.

Gemma

The DSA states that they have a set amount of time in which they can return without reason.

 

[catsandcanines]

Get used to it, you chose to sell via the internet. You need to add the cost of things like this into your price. Worse still are those you know are taking you for a ride, but they are just the cyber equivalent of shoplifters. Build the cost into your margins.

I am used to it but not in this high volume over a small period of time.

 

[catsandcanines]

The DSA states that they have a set amount of time in which they can return without reason.

Thats right. Thats what I think is a bit unfair, especially when they've used the item for 4 days, tell you "its just the job" and then it gets sent back covered in dogs hairs and I cannot resell it.

Just have to put up with it I suppose :sigh:

 

[Big Pete]

Thats right. Thats what I think is a bit unfair, especially when they've used the item for 4 days, tell you "its just the job" and then it gets sent back covered in dogs hairs and I cannot resell it.

Just have to put up with it I suppose :sigh:

Don`t get used to it ,tell them get lost and no refund !! They let there dog probably flea ridden use it and then change there mind , your way way to soft ..

change your conditions in the smallest print possible something like "any items used by smelly flea ridden animals do not get any refunds"

 

[catsandcanines]

The thing is he returned it within the 7 days. In fact he delivered it himself so he would be within the 7 days.

I have changed my terms and conditions to state that no protective packaging must be removed until a decision has been made to keep the item.

Not sure I could put it like that "smelly flea ridden animals" :laugh:

 

[sysops]

The thing is he returned it within the 7 days. In fact he delivered it himself so he would be within the 7 days.

I have changed my terms and conditions to state that no protective packaging must be removed until a decision has been made to keep the item.

The distance selling regulations are what they are, and you need to either accept them or stop selling online. Yes, they are unfair to retailers, and yes some customers do abuse them. But they are just one of the things you have to live with.

On the one hand, you can't insist that they don't remove packaging. The customer has a right to examine the product before deciding to keep it.

On the other, they also have a duty of care, and should preserve the product in a condition similar to that in which they received it.

A few things you may not have known. The 7 day thing - first, it's 7 working days. Second, the customer needs to cancel in writing (email is fine) during that period - they don't have to return the product to you during that period. Third, (you'll love this one) the customer is not obliged to return the product at all (for realz!), only to make it available for collection.

Returns are part and parcel of online retail, and the level of customer awareness of their rights has been growing over the years. It will only continue to grow. Additionally, customers are increasingly short of money, and will frequently suffer buyer's remorse, especially if they are even remotely disappointed with the product.

I'm not telling you this to depress you, but it is better that you understand these things sooner rather than later. There are far, far too many threads on here with online retailers tearing their hair out over returns.

 

[OldWelshGuy]

The distance selling regulations are what they are, and you need to either accept them or stop selling online. Yes, they are unfair to retailers, and yes some customers do abuse them. But they are just one of the things you have to live with.

On the one hand, you can't insist that they don't remove packaging. The customer has a right to examine the product before deciding to keep it.

On the other, they also have a duty of care, and should preserve the product in a condition similar to that in which they received it.

A few things you may not have known. The 7 day thing - first, it's 7 working days. Second, the customer needs to cancel in writing (email is fine) during that period - they don't have to return the product to you during that period. Third, (you'll love this one) the customer is not obliged to return the product at all (for realz!), only to make it available for collection.

Returns are part and parcel of online retail, and the level of customer awareness of their rights has been growing over the years. It will only continue to grow. Additionally, customers are increasingly short of money, and will frequently suffer buyer's remorse, especially if they are even remotely disappointed with the product.

I'm not telling you this to depress you, but it is better that you understand these things sooner rather than later. There are far, far too many threads on here with online retailers tearing their hair out over returns.

yep I didn't want to post that one for fear of making it public knowledge. If they ask for a refund you MUST issue the refund, you are not allowed to insist the goods are returned first. They can sue you for the money, you would then have to sue them for the cost of the product or return of the prodct and you can't counter claim under the law.

it is an unholy mess.

 

[sysops]

yep I didn't want to post that one for fear of making it public knowledge. If they ask for a refund you MUST issue the refund, you are not allowed to insist the goods are returned first. They can sue you for the money, you would then have to sue them for the cost of the product or return of the prodct and you can't counter claim under the law.

You'd be surprised how many of the more difficult customers already know that.

The main lesson I think is to factor returns into your business model, and not get stressed over them.

 

[Homer J Simpson]

How many returns out of how many sales are you talking about?

I know what they are doing is not nice, but as long as its a low enough % of returns and it's not causing you to run at a loss overall (or too big a hit on your profits) you'll just have to accept it.

You'll be surprised just how many people I drive to meet who just don't get what a massive waste of my time & money they are - they simply don't care :-(

 

[Talay]

And no-one is nicking the stuff off your bricks and mortar shelves are they ?

 

[josor]

And no-one is nicking the stuff off your bricks and mortar shelves are they ?

I wouldn't say purchasing then return for a refund in seven days is stealing.

At least with b&m they purchase the product unless it's faulty they cannot return the item for an refund because they have changed the mind

 

[quikshop]

yep I didn't want to post that one for fear of making it public knowledge. If they ask for a refund you MUST issue the refund, you are not allowed to insist the goods are returned first. They can sue you for the money, you would then have to sue them for the cost of the product or return of the prodct and you can't counter claim under the law.

I says buy your ticket and takes your chances.

Our policy is to refund only after the product has been returned and subject to it being returned in a resellable condition.

Return shipping is only refunded if the item is faulty / damaged.

We charge a flat processing fee for exchanges based on product variation, i.e. size, colour. This covers the additional p&p costs.

Orders cancelled within 24 hours of being placed are subject to a 2.5% processing fee, again to cover costs.

I'm happy to debate and loose any of these points in a Court of Law

 

[josor]

I'm happy to debate and loose any of these points in a Court of Law

Also the potential costs that this could occur as well?

 

[mhall]

yep I didn't want to post that one for fear of making it public knowledge. If they ask for a refund you MUST issue the refund, you are not allowed to insist the goods are returned first. They can sue you for the money, you would then have to sue them for the cost of the product or return of the prodct and you can't counter claim under the law.

it is an unholy mess.

It's no more of a mess than the current trend to let shoplifters get away with whatever they want. It's all part of this merry world of business where some idiot (usually calling himself a money saving "expert") tells people how easy it is to rip businesses off under the guise of "customer sevice"

That's why Amazon, Ebay and Paypal are doing so well, they have no risk and will chargeback in a heartbeat - you lose !

 

[mhall]

I'm happy to debate and loose any of these points in a Court of Law

and lose you most certainly would, especially as your terms and conditions are not in keeping with the DSR - you will automatically lose and I guarantee it would really not be worth your time and effort, let alone the cost.

"Know when to walk away and know when to run"

 

[quikshop]

Also the potential costs that this could occur as well?

In 12 years of online retail I've only had one threat of Court action and that never materialised.

Don't get me wrong, customer service is paramount, the business survives or fails on the service it provides and I will go that extra mile to make sure our customers leave with the product they want and a good feeling about their shopping experience.

But returns policies are based on common sense approach and respect the spirit of the DSR rather than the strict interpretation.

As business owners we take a position and accept the consequences, my position is the best for our business until otherwise legally changed.

 

[streetslocal]

Also its worth mentioning that its not 7 working days to return the product.

Its 7 working days starting the day after delivery and only if you have informed them of this right in writing either at time of transaction or at the time of delivery.

 

[Bill1954]

You DO NOT have to accept the return if the product was used and covered in dog hair. The DSR's give customers the opportunity do examine an item AS THEY WOULD BE ABLE TO IN A SHOP. They make no provision for people who abuse your goodwill like this. Refuse the claim and tell him he can send a carrier in to collect his goods.