Refunds...What do you do?

customers who order good they don't really want

[Miop]

I'm just interested to know what other peoples money-back guarantee encompasses regarding postage costs.
I have some customers who evidently change their mind almost immediately but don't say so - they then send the thing back and want a full refund. I always refund postage costs but I've had several of these now and am curious to know if other e commerce businesses do the same. I've had one back where the customer did not even collect the item from the post office because she found what she wanted elsewhere. The item eventually found its way back to me and I just refunded it.
The one I had back this morning, I would guess that the bloke didn't want it after ordering, since they sent emails saying that if it wasn't there by a certain date, they wanted to cancel the order. It was but they have returned it anyway. I don't want to have an auction type statement on my checkout page like 'please be certain that you wish to buy before you press 'buy'!
We are only a very small business and the costs of refunding are quite high (lost shipping costs and card processing fees, refund processing fees)- is it always expected to refund the full amount including shipping costs (I always refund shipping on faulty goods and am happy to do that).

[sem4u]

Under the Distance Selling Directive (UK) the customer has 7 working days to return the goods unused if he or she doesn't want them. They are liable for the return postage costs though. It should all be on the DTI website if you want to take a look.

[legislation.hmso.gov.uk...]

<link added>

[edited by: sem4u at 1:51 pm (utc) on Dec. 5, 2003]

[Miop]

I give a 14 day guarantee and never refund the postage - just the original posting costs. Is there anybody who doesn't refund the original posting costs (apart from my suppliers!)

[wackal]

I never refund the postage either, but I will give a store credit for the postage. However, I usually wait until the customer requests it. If they don't, then I just refund the purchase price.

[derekwong28]

We will make a full refund including the original posting costs if the item was defective, incompatible, or the customer is dissatisfied with it for any reason.

We will retain the orginial posting costs if the customer made a mistake in ordering it, or it is returned without any explanation. However, we will waive that charge if the customer just want an exchange.

We will not entertain any requests for return postage. However, depending on the circumstances, we may offer a credit towards their next purchase.

[chicagohh]

There are only 2 times we ever refund postage.
1) If *we* screwed up 2) If the customer seems a likely candidate to do a chargeback.

Most people are fine with not getting the shipping & handline fee back - as long as the fee is obviously profit padding.

On most of our sites we also include a "restocking fee". Since very few customers ever read this page they are unaware until they want to return the item and *may* be a little upset. We use this to our advantage by frequently backing off the restocking fee. At this point the customer feels they have been treated fairly and does not mind not getting the S&H.

[Essex_boy]

I offer an unconditional refund fee inline with UK law, I get precious little returned, I think mainly because im cheaper than anyone else and my products are available in all the main high street chains (UK).

Soooooo that means the customer knows my quality and price before they order.

Quite often theyll come back and say they thought that at first I was a rip off merchant, due to my prices being too low..... But there you go.

[CernyM]

Our return policy is 30 days if the goods are in original condition with tags still attached (we sell clothing).

We do not refund shipping costs, nor do we pay to have items shipped back to us.

We will, however, waive new shipping changes on exchanges if its just for a different size.

--Mike

[Miop]

Thanks very much for all your input - wasn't sure if I was being a soft touch!