Customer returned defective widget and kept the new one I sent...

[sun818]

Same item, but returned item has many scoffs and scratch marks a new item would not have. How do you handle a situation like this? Do you have measures in place to minimize customers switching new products for old or defective ones?

[Dreamquick]

Wouldn't this all be documented in your returns policy? The few times I've had to return hardware in addition to getting it authorised for return there's normally a clause in there that sitipulates that the item must be in a certain condition/state.

- Tony

[sun818]

Yes, we have a returns policy that states this already. They're trying to swap their old, defective item with the new one I just sent them - claiming the new one I sent is "defective".

[Nomad]

You should have a clause in your policy stating that damaged items would be refused. After that, send them an email explaining it and do not issue a refund.