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RMA#s issued but never used by customer?
olimits7

5+ Year Member



 
Msg#: 4323287 posted 4:55 am on Jun 8, 2011 (gmt 0)

Hi,

I've had customers say they want to return a product and once I issue them an RMA# with instructions on the return it seems like some customers don't follow through with the return they wanted.

Just wondering, has this ever happened to you when dealing with customers and returns?

Thank you,

olimits7

 

dpd1

WebmasterWorld Senior Member 5+ Year Member



 
Msg#: 4323287 posted 8:21 am on Jun 8, 2011 (gmt 0)

A few times... I've found that sometimes people instantly want a return because they're convinced something is wrong with the item, and they automatically go on the offensive. Then once I say they can return it, they usually change their minds. I think some people just like finding out they have the option. Then once they go to do it, they either work it out, forget, or don't want to bother.

wheel

WebmasterWorld Senior Member wheel us a WebmasterWorld Top Contributor of All Time 10+ Year Member



 
Msg#: 4323287 posted 12:44 pm on Jun 8, 2011 (gmt 0)

I had an RMA for a monitor last year. It was probably six months before I got my fat butt out of the chair to find a box that the monitor would fit in. By that time I just called and got a new RMA.

philbish

10+ Year Member



 
Msg#: 4323287 posted 1:56 pm on Jun 8, 2011 (gmt 0)

Yep, happens all the time.

mattb

10+ Year Member



 
Msg#: 4323287 posted 2:04 pm on Jun 8, 2011 (gmt 0)

Yes, we have a decent percentage that never return. We make sure the return policy is spelled out in the RMA email and give them a finite amount of time to return. The opposite of this is the people that return items that never call for an RMA.

jwolthuis

WebmasterWorld Senior Member 5+ Year Member



 
Msg#: 4323287 posted 3:26 am on Jun 9, 2011 (gmt 0)

... the people that return items that never call for an RMA.

Agree. Those returns go on the back shelf. We're not trying to be mean, and of course we refund them... eventually.

If the returnee can send a return "unannounced", we have the power to refund them "unannounced". Sometimes it's a really-long-time. If they don't have a tracking number, it might even be longer.

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