Forum Moderators: buckworks
In our case at present, if a customer wishes to return their goods we will arrange for collection and charge the customer for this by reducing the refund amount.
However we are still out of pocket as we had to pay for outbound delivery - which we included in the sale price as "free delivery"
Moreover in some cases the customer has damaged the packaging so the goods are not resellable "as new"
Is there any way to ensure that we are not out of pocket in these cases?
Should I be working my suppliers harder to get them to take in the rejected goods and get them to repackage them?
It is most infuriating when a customer orders goods and rejects them on a spurious basis and we have to pay the consequences.
I understand when things are faulty and damaged, it is just the other cases when the customer "doesnt want the goods now" or the goods "dont fit" or whatever.
We have spoken to trading standards and the new distance selling regs throw a spanner into the works. Is there a way to work the regulations to our advantage?
If you have a good chance for repeat business, then it is usually in your best interest to deal liberally with returns, as people will remember this and shop with you again if they remember being treated well.
If they have to pay "fines" in effect for returns, and you make it difficult for them, then they are much less likely to return. Of course, this doesn't make your life any easier, but at leasst you know you are suffering for a good cause- future profits!
If your customers are one time buyers not likely to return, and word of mouth is not an important part of your business, then by all means, try to minimize your loss on returns.
One unusual technique for doing this that I have seen some firms due is to offer the person an on the spot discount for keeping the item. For example, they agree to keep it and you refund them 20% of the purchase price. Often, this is much easier for you then dealing with a return, and if you have good margins you still can make some money on the sale.
I understand your sentiments m2c1r, we had a liberal returns policy in the past.
The problem arises where we sell large bulky items and the cost of carriage can in some cases be up to £100. We simply cant afford to lose this much money on each transaction. No matter how juicy the prospect of repeat business is.
We do put great emphasis in our customer service, however recently a few customer cases have just taken the p**s. It is the usual thing, we are having to crack down on this loophole because of a couple of problem customers, so the rest of our customers are losing out.
There is a fine line between a "fining" the customer and "fairness" for the retailer - i just want to be as close to the line as possible whilst being fair.
New rules are:
If you want to send something back it has to be authorized by me, if I agree to you returning it I will charge you an over inflated return carriage charge to cover the cost of the initial 'Free' delivery that you enjoyed so much at my expense.
And a 15% handling charge :)
If you do not return the goods to me within 21 days you will be charged as above but with a 50% handling charge.
If I agree to take it back I send out a pre-paid carrier label, I then make them phone the carrier people to arrange a collection and let them enjoy the 20 min wait on the phone to get through.
I do not issue a refund until the goods are back in my hands and I am happy they are ok to sell again.
It may seem harsh but customers sometimes think they can do what thy like.
It is stated clearly on the website before they buy, I remind them of that fact when they start moaning.
And then all of a sudden returning it seems to be too much hassle, so they keep it. :)
Seems to be working so far, genuine faulty goods I take back with ease and no hassle to the customer, I'm just trying to cut out the time wasters.
Karl
Im lucky, my supplier would never send out a damaged painting so I know if they are talking bull, but if I was you id make a restocking charge of 30% or teh cost of outwould postage.
Those customers take take the mic, refuse to deal with them.
If you are in the Uk and are running a mail order business the law states that a customer can reurn an item at any time upto 28 days from delivery.
At there expense, this I dont mind but they still get hit with a 15% handling charge if I think they are just being awkward.
Karl
I like your attitude
Think that we are going to have to take the same stance - but is it legal?
Now all we have to do is sit back and wait for those claim forms to fly in from the customers ;)
but is it legal?
No idea!
That's how things are, if you don't like it, buy it elsewhere :)
It's that simple!
Karl
