Forum Moderators: buckworks
We have a clear return authorization policy, but not restocking fee.
We have decided to use a carrot and stick approach.
If the customer accepts the shipment and returns it by following the return authorization procedure, their is no
restocking fee, just the shipping fee (both ways) deducted from the order.
If they follow totally unethical behaviour and try to shaft us by refusing the parcel, they will also get a 15% administrative fee.
Since credit card companies are less likely to side with the customer, when they get a partial refund; we will always give a small token refund even if the shipping and surcharges exceed the cost of the merchandise.
Hopefully this will convert those that would normally wash their hands by simply refusing a parcel into,
a) I guess I will keep it
b) I will give it as a gift
c) sell it on ebay
because it is to costly to refuse the parcel.
Anybody had any luck with the carrot and stick approach?
We started do this a few years back. It has worked quite well. We have the policy clearly stated on our site and have never lost a chargeback (had 3 in 3yrs 2 AMEX 1 Visa) because of it. We find the customer type that refuse orders are the high maintenance headaches. They will complain that they will never shop with us again yet oddly enough they still do.
