Customer Return

[cycloneuk]

I have had a customer return an order, i always check to see if the perfume has been activated/sprayed on the perfumes that don't come cellophane sealed. All perfumes usually take around 3-4 sprays to activate and spray the perfume, if i give it 1 spray and it releases then i know it's been sprayed.

I have offered this customer a part refund since we can't sell it as new now, no doubt she will deny it, should i stick to my guns and part refund or just full refund and move on if she denies?

 

[DaveBunny]

I think it depends on the reason for the return. In some cases decent customer service regarding complaints and returns can lead to future sales.

 

[cycloneuk]

I think it depends on the reason for the return. In some cases decent customer service regarding complaints and returns can lead to future sales.

She said that she ordered the wrong one for her boyfriend, i am guessing that maybe he as not used this one before and dosn't like it.

 

[dynamic08]

you are right thats clearly what has happened. I dont really see you have an option there are some people that try it on and we just have to deal with them and remember never to sell to them again.

 

[Planck]

I think a firm 'but fair' approach is required. Decide on a standard procedure, write it down, and apply it to all customers. If you are confident it has been used, then don't offer a full refund.

 

[cycloneuk]

It does state in our terms that we don't offer refunds on perfumes that have been sprayed/activated or the cellophane seal removed on those that have them. The perfume in question costs £17.95 new and i have offered a part refund of £14 which is what i'll put it in our clearance section at. The worst thing about running a business is the constant flow of customers that try it on.

 

[Mister B]

For the sake of a difference of £3.95, I would take the hit and move on.

Mister B

 

[Planck]

For the sake of a difference of £3.95, I would take the hit and move on.

While operationally this may be the best option, it has a long term impact. You are training this customer that it's ok to do this. They will continue to do it, with you and with other retailers. As more customers become 'trained' that it's ok to behave in this way, the level of such returns increases.

I think adhering to standards is very important in order to avoid this type of situation.

 

[AndyP]

"Spray to check", to be honest, seems like a bit of a haphazard checking method. You cannot absolutely know for sure that it requires x-number of sprays to activate and every time you "check" then you reduce that number by one presumably. What if this item were a previous return that you had "checked" already? What if this spray has been exposed to direct sunlight? Maybe its been refrigerated? How would you know?

My suggestion would be that you take the hit, refund and move on.

More importantly, however, would be the suggestion that you invest in some product seals that you apply to each product pre-shipping. Change your documentation to state that "seals must not be broken" etc and bingo. It will save you a great deal of future hassle.

 

[cycloneuk]

Just heard back from the customer and she is happy to accept £14 for the Davidoff Game, so clearly had a cheeky spray.

 

[dynamic08]

I think you should take the advice of AndyP good advice.

 

[cycloneuk]

I think you should take the advice of AndyP good advice.

Yep, i will be investing in some tamper proof stickers to prevent this, around 10% of the brands come without cellophane.