Forum Moderators: buckworks
A customer ordered a two piece set the second piece of which is only available as an addon to the first. The customer now says they ordered a version of the first item that I don't even offer and want a refund on that item if I don't have it.
There is no way they could have even thought they ordered it since it doesn't exist.
To me it seems as though they are trying to scam the second item.
I contacted my card processor who advised me that although my return policy states no refunds just exchanges on the correct item if a mistake has been made that it doesn't matter what the policy states. Visa and Mastercard will only uphold a return policy if the customer signs a copy of the policy. All the policies they have implemented only deal with reciept or non-reciept.
So basically for internet merchants a return policy is just a nice thing to say you have but holds no weight. You either take the hit and bow to the scammer or face a charge back.
Anyone else have any experiences similar or contrary?
Forgive the rant but you get the idea
I'll kind of paraphrase what I told her:
Some processors may let you get away with it if it is part of the checkout process and the customer clicks on a checkbox that discloses they agree with the terms and conditions. Even then, primarily only if it is ON the actual page and not a clickable link.
But still, the decision on the chargeback ultimately lies with the cardholder's issuing bank, whose primary objective is to support their customer.
Considering that, for a normal website, page views of the "returns policy" page tend to be relatively low (just look at your stats), it is fair to assume that the bulk of your customers honestly were not aware of your return policy. And this is exactly all they have to tell their issuer.
So, basically, when you are ecommerce with an exchange/credit only policy, you are at the mercy of your customers' wishes to comply.
they have you initial their terms before your card is charged. they also ask for the 4 digit code on your card.
this process must be withstanding the chargeback onslaught or they'd be out of business.
Felix, according to my processor it doesn't matter even if you include a page devoted entirely to the refund/exchange policy that the consumer must accept to check out. Unless you have a signature they can not be bound to the policy.
Pricelines policy is tough to be sure but I think,this is a guess only, that they have they're share of chargebacks. Part of the success of their policy, in my opinion, is that they portray a very hard nosed attitude about it. Something you can't do very successfuly as a small merchant.
The only exceptions, to my knowledge, are videos/dvds (and perhaps other copyrighted material) where the rule is invalidated once the seal is broken.
1)Just to clarify, regarding the term "chargeback," is this referring to refunding the money to the customer's credit card, or something else?
2)Is the merchant allowed to set a certain time limit on the number of days after purchase from which the customer can still claim a refund? Will the credit card agency side with the customer no matter what, or is it possible to say that after X number of days, the customer cannot claim refund for his purchase?
For example, is the returns policy below valid?
"If you are not satisfied for any reason with your purchase, you may exchange it for credit or receive a refund for the full price of the item excluding shipping. However, all prints must be returned within THIRTY (30) days. Shipping charges will not be reimbursed."
Thanks.
The simplest way to resolve this is to explain to the customer (and your card processor) that you will accept the items for return if they are in a resalable condition and returned as a set. Explain that if one item is returned, they cannot get a partial refund.
snair, your returns policy is invalid. For example, shipping cannot be refunded. What if I order something from you for a guaranteed next day delivery and you send the incorrect item? It was your fault, but I have to get it quickly from somewhere else and you still expect me to pay carriage on that?
The trouble with returns/refunds policies is that every situation needs to be covered, think of all of these:
1) Customer orders incorrect item
2) Supplier sends incorrect item
3) Special order products
4) Faulty products
5) Faulty products that are misused (accident/neglect)
6) Products that are consumables, but have been used
7) Items that have damaged or missing boxes
8) Products that are perishable (eg flowers)
9) Items that are part of sets
10) Timescale that customer has to report the fault or picking error
11) Timescale that customer has to return the products
12) Any proof of fault the customer must supply
13) Restocking fees (in which circumstances)
14) Carriage fees refunded (in which circumstances)
15) Customer have to return or will supplier collect
16) Consumable products that have not lasted as long as expected (ie printer cartridges)
17) Customer no longer wants the goods
18) Customer ordered wrong item but has bought replacement from competitor
19) Goods never turned up (no proof of delivery)
20) Goods claimed to be missing (proof of delivery available)
21) Can goods be returned if delivery timescale is missed (is delivery timescale an estimate?)
22) Items that have been opened (think about a stationer selling glue for example)
23) Free gifts (do they have to be returned also)
There are many more...
Of course the question arrises, does that law apply to a NZer buying from US, or from an American buying from NZ.
