Help with returned item

[privateb]

Hi all,

Today we received a top back from a customer for a refund. This would normally be fine, we check the item upon arrival and if it is still in "new" condition we will refund the item.

However today we received an item that has quite noticeable white deodorant marks on the black top, and are unsure as to what to do.

This is the text from our returns procedure:

"(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new. When trying on clothing please do not wear any make-up, deodorant or strong perfume as this may mark the product, in which case we will be unable to accept the return;"


What you you do? What are your opinions, please share.

Thanks

Ryan

 

[greengecko]

Personally, although in electronics and not clothing, we just accept the return and issue a refund. Simply because with 60-70% of our sales via Amazon, eBay or checking out with PayPal then we will lose the majority of cases we put forward.

Just today we had an item returned without packaging and with damage accessories, surrounded in shredded paper. This was from a fellow eBay Top Rated seller as well.

In your case, are the tags still attached? What payment method was used? What is the value (cost) of the item?

 

[privateb]

Personally, although in electronics and not clothing, we just accept the return and issue a refund. Simply because with 60-70% of our sales via Amazon, eBay or checking out with PayPal then we will lose the majority of cases we put forward.

Just today we had an item returned without packaging and with damage accessories, surrounded in shredded paper. This was from a fellow eBay Top Rated seller as well.

In your case, are the tags still attached? What payment method was used? What is the value (cost) of the item?

Tags all attached, back in the original packaging, and they paid by card. Total value of order was £22 total order value £58.

Thanks

 

[MikeJ]

the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact),

No expert, but I think that's against the DSR.

 

[deniser]

It's likely that the deodorant marks got on there when the top was being tried on, probably inadvertently. I would just wipe the deodorant off with a baby wipe and put the top back into stock and issue a refund.