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No returns for "compatibility" issues!

     
8:38 pm on Aug 5, 2009 (gmt 0)

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Hi,

Is it me or do people just ignore/not read messages and even messages that they even have to check on before continuing to submit an order.

We specifically state multiple times on our website, homepage, checkout process, FAQ, returns page, etc...that we are not responsible for products that are not compatible with international hardware systems.

However, that still doesn't stop people from ordering and then I get emails like "my product doesn't work on my hardware can I return it".

It's so frustrating because we try our best to protect our customers from incompatibility issues but they still keep on continuing to order products that won't work with their hardware.

I don't get it!

olimits7

8:54 pm on Aug 5, 2009 (gmt 0)

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Place a check box with "I understand and agree to the [your company name] policy regarding returns" on the checkout form next to a link to your policy. Make that check box required to process the form.

It may not cut down that much on people ordering, but it's a small amount of ammunition if they try to issue a charge back after purchasing.

9:08 pm on Aug 5, 2009 (gmt 0)

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Is this a "general warning" or a specific pop-up that gives a specific message that product X will not do Y or Z?
10:42 pm on Aug 5, 2009 (gmt 0)

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Yes, I have a similar check box where the user accepts the "terms and use" of the website before they checkout.

It's a more of a "general warning" that states all of our products are USA product and are not compatible with international hardware unless their hardware supports USA products.

12:43 am on Aug 6, 2009 (gmt 0)

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People don't read :(
We sell an item that must be ordered in a certain type. No amount of text, bold, or large fonts, seemed to make people read.
So we added an animated gif next to the product with instructions.
Instantly, almost all problems stopped. People actually paid attention to it.
1:42 am on Aug 6, 2009 (gmt 0)

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Also keep in mind that every Thanksgiving, dozens of people proceed to burn their houses down by throwing frozen turkey's into a deep fryer.

I just told a guy last night in three different emails how to set something up and what exactly to order. So this morning I see he ordered the wrong thing... The exact thing I told him WOULD NOT work with what he has. I thought about it, then I said... Screw it. I'm done. That's what he's getting.

2:24 am on Aug 6, 2009 (gmt 0)

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I gave up on these people a long time ago.

Once I stopped trying to play ball and simply stuck them with a restocking fee (less shipping), my stress level has decreased by ten-fold.

Make money off of their mistake if they're going to inconvenience you.

If they opened a product that is shrink-wrapped, take it back (providing it isn't damaged) and set up a "closeout" section on your site and re-sell them at a few dollars cheaper than your sealed products. You'll make your margin back from their restocking fee. :)

3:49 pm on Aug 6, 2009 (gmt 0)

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Yes, people don't read. However . . .

Considering the fact that it's international orders you are having problems with, it may also be a language barrier. We just went through this with someone from Puerto Rico. They know basic English, and enough to navigate through checkout, but may not understand the associated text with the form controls. They just know they have to click the boxes to continue.

This is a fact you have to get used to, and that we have to steer the boat and add guardrails for them. A sign "sharks in the water" won't do.

In the interest of your own sanity - which, by proxy will lead to fewer returns and increased customer satisfaction - I would try this.

Insert a single step on customer checkout. Have them select their locale (country), operating system, and any other requirements, with the heading "Hardware Compatibility Check" or something.

If they select anything other than your supported environment, you return a page explaining it's not compatible with your hardware.

If it's just country (and it probably is) you don't even need an extra step. Insert the supported country check right at the checkout stage, if country is supported, post to payment processor / else return incompatible page.

1:48 am on Aug 7, 2009 (gmt 0)

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customers do no always read. what about cancelling the order and not ship? or is the profit potential too tempting? I explained to a customer they needed 110v to use the device. customer said smoke came out of the machine when they plugged it in to a 220v outlet with an adapter.
6:44 pm on Aug 19, 2009 (gmt 0)

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I agree.... they dont read.....
4:44 am on Aug 26, 2009 (gmt 0)

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People not reading is not the issue. They have it, it does not work, and they want their money back. And many of them do get it back.

Nobody cares what you have written on your website.

4:11 pm on Aug 26, 2009 (gmt 0)

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I've switched the order of these to make a point . . . .

Nobody cares what you have written on your website. . . . . They have it, it does not work, and they want their money back.

The only reason they have it is because they didn't bother to read the information. See post #8 on first page; in a repetitive problem like this, it means you need to do the work for them - a compatibility check in the programming would fix this, just like validating an email address or any other form input.

I wish other problems pointed to such an easy solution (cart abandonment, etc.!)

7:46 pm on Aug 26, 2009 (gmt 0)

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The only reason they have it is because they didn't bother to read the information

Or, they did read it and they they don't know what they are doing...

8:16 pm on Aug 26, 2009 (gmt 0)

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haha . .. right . . . or as I said, have a language barrier and know how to work the controls but standerunder ton teh wirds un der paquina.

Which is why a compatibility check would at least stop the order . . .then they might pay attention or drop it into a translator.

 

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