Online Sale Customer Returns

[Ultrabeat]

To what extent is a customer allowed to use a product before it could be classed as ineligible for a return? I seem to be struggling to find any real clear guidance on this.

I sell a product that a customer would be able to experience via a demo unit instore, but would otherwise be sealed in a box and be taken away as such (it's an electronic item). To experience my product a customer will have to break all of the seals and use it, making it largely not fit for resale (unless heavily discounted as open box).

To-date I just accept customer returns and take the loss. Is this something that I just have to live with?

 

[DontAsk]

Yes.

 

[WaveJumper]

As above yep thats the business of retailing for you, something perhaps to factor into your pricing

 

[fisicx]

Do your product descriptions fully explain usage. Are there videos detailing limitations? Are there pictures showing the installed device?

In other words, have you taken action to reduce the chances of returns?

 

[AmazonGeek]

It depends on the product and platform. If it is customised then there are different rules. And if you use FBA on Amazon you are at the mercy of their very customer-friendly returns policy. If you fulfil yourself you have more control over this but the rules for returns are still very customer-centric so build that into your strategy. Work out the cost and price accordingly.

 

[GeorgePeterson]

In developed countries in the North, like Scandinavia, you can almost do whatever you want. For example, I can order a lamp, assemble it incorrectly, and then return it without providing a reason, and I'll still get my money back. This system is designed to encourage purchases, but the risks always fall on the sellers.

 

[peterrepair]

What I see the returned products get sold as "B-stock" or flavours of "approved used" with a discount.

I think, if you make the product, then if it looks good, clean it and put in new packaging. If not, as others suggest sell as open box and add discount.

After a while you should be able to figure out the rate of returns and how much it costs to restock etc and then adjust the price if needed to account for that.