Customer returns/DSR

Discussion in 'Ecommerce Forum' started by Davek0974, Oct 3, 2019.

  1. Davek0974

    Davek0974 UKBF Ace Free Member

    2,475 308
    I have a customer emailed this morning wanting to return an order, our first return ever which is not bad in 12 years trading :)

    It was a large stainless club plaque, not a custom product.

    I have replied reminding him of our T's & C's and how to return it etc.

    What i am worried about (based on the product) is what happens if it comes back in a condition that renders it scrap - very easy with this item. ???

    Where do i stand as regards refunds etc? We have a damage clause in the terms but not much about total loss??

    Thanks

    Dave
     
    Posted: Oct 3, 2019 By: Davek0974 Member since: Mar 7, 2008
    #1
  2. Mike Hayes

    Mike Hayes UKBF Enthusiast Free Member

    1,050 271
    For the sake of 1 return in 12 years I don't think it's worth worrying about.

    Just refund the customer, resell or dispose of the item and move on.

    Less for you to think about and a happier customer.
     
    Posted: Oct 3, 2019 By: Mike Hayes Member since: Jan 7, 2016
    #2
  3. Davek0974

    Davek0974 UKBF Ace Free Member

    2,475 308
    Even if that item represented 1/4 of your monthly takings?
     
    Posted: Oct 3, 2019 By: Davek0974 Member since: Mar 7, 2008
    #3
  4. fisicx

    fisicx It's Major Clanger! Staff Member

    30,936 9,070
    or 1/600 of your takings over 12 years.

    You have been lucky, image if you were getting on return per month. As suggested, move on and be thankful you have had so few returns.
     
    Posted: Oct 3, 2019 By: fisicx Member since: Sep 12, 2006
    #4
  5. Mike Hayes

    Mike Hayes UKBF Enthusiast Free Member

    1,050 271
    I take it in that case the item was insured during transit to the customer and you've used your own trusted courier, with insurance, to collect the item directly from the customer and return to you in a suitable container?

    Do you even know if the item is actually damaged at this point? The customer may just not like the item. This kind of thing should be baked into your business plan from the get-go!
     
    Posted: Oct 3, 2019 By: Mike Hayes Member since: Jan 7, 2016
    #5
  6. Davek0974

    Davek0974 UKBF Ace Free Member

    2,475 308
    OK fair do's :)

    But for future reference, is there any come-back if goods are returned wrecked?
     
    Posted: Oct 3, 2019 By: Davek0974 Member since: Mar 7, 2008
    #6
  7. Davek0974

    Davek0974 UKBF Ace Free Member

    2,475 308
    It was covered for delivery for full loss if lost/damaged, customer has not said it was damaged, just wants to return.

    Was advised to return it with a suitable courier and ensure it gets here with a signature required upon delivery. Was also advised deductions would be made if arrived in less than a re-saleable condition which would be confirmed by photograph etc upon arrival.

    I think we have sorted this one out now as mentioned above, chalk it up to experience so this is all for future reference now ;)
     
    Posted: Oct 3, 2019 By: Davek0974 Member since: Mar 7, 2008
    #7