Opinions on returns/exchanges

[Marksw76]

Just after a cross section of opinions on returns/exchanges for ecomm stores

• Do store owners on here offer free returns and send a returns label with purchase? Or offer free returns but get customer to print their own return label after they have requested the return?
• Offer refunds only, no exchanges? (thus avoiding extra postage costs sending things back and forth)
• 30 day returns/60 day? Any benefits in longer returns policy?

Any insight would be useful, thanks in advance!

 

[Paul Norman]

I don't send a returns label out with the purchase.

But I do, of course, accept returns without question.

Now, more complicated is whether I exchange or refund. I tend to make a judgement call. If I think the return is genuine, I offer an exchange. Otherwise, I just refund and move on to the next customer.

I think there is a big difference between different products, too. Some people buy multiple items, and you know some are coming back! In that instance, I expect the customer to pay for the return.

Of course, a further issue is what you then do with the return. It is not always suitable for resale!

 

[Marksw76]

Thanks for this, do you pay for them to return the items?

We're going to be in the clothing space so multiple items with several returns is kind of what I'm expecting!

 

[Fagin2021]

Thanks for this, do you pay for them to return the items?

We're going to be in the clothing space so multiple items with several returns is kind of what I'm expecting!

I believe the returns rate in the clothing sector is around 30%. That's a lot of returns to pay for.

Whilst you are legally obliged to offer a refund or exchange is there any reason to encourage returns ? If the clothing product is seasonal, the longer the return period the more likely it is to be returned 'out of season' and thus more difficult to resell.

 

[DontAsk]

Whilst you are legally obliged to offer a refund or exchange is there any reason to encourage returns ?

Returns are a legal obligation, unless you mean you simply refund without requiring return? That's just giving stuff away and sure to be exploited.

I make customers pay for returns (you have to include that in your Ts&Cs), unless it's a faulty product.

 

[apricot]

I have a business deal with Royal Mail and they offer very cheap return label which I dont know how much it costs these days as it has been years since I ve been using them. I offer refund without a return for under £15 but anything above I sent them a return label. Return period is 30days but I rarely get return request after 30: days. If there is any return request comes after 30 days I accept them too.

I dont offer exchange as it is complicated. I refund the first order and ask them make a new purchase for the new item.