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RMA#s issued but never used by customer?

   
4:55 am on Jun 8, 2011 (gmt 0)

5+ Year Member



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
8:21 am on Jun 8, 2011 (gmt 0)

WebmasterWorld Senior Member 5+ Year Member



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.
12:44 pm on Jun 8, 2011 (gmt 0)

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



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.
1:56 pm on Jun 8, 2011 (gmt 0)

10+ Year Member



Yep, happens all the time.
2:04 pm on Jun 8, 2011 (gmt 0)

10+ Year Member



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.
3:26 am on Jun 9, 2011 (gmt 0)

WebmasterWorld Senior Member 10+ Year Member



... 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.