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Every once in a while, we get a customer who returns something to us well after that 30 day window. How do you all handle returns that are well past your stated policies? Do you issue a refund, issue a partial refund, or issue no refund at all?
I'm trying to draw a balance between exceeding customers expectations and being a patsy.
The one policy that we are very strict on (and have never had a problem with) is that returned and exchanged items MUST have the price tags still attached. (Usage of the product is all but impossible with the tags still on them.) This keeps us from having to give credit for returns that we have to turn around and throw in the garbage.
Most of the time the returned product can't be resold as new and we take a big hit on it.
If a client calls, say within 4 days of the delivery receipt we make it easy for them to return the item. We have never received a complaint about our policy and we even believe that it improves our sales because we don't act hungry.
What happens if the customer returns the product after the x days the policy states and also contact their credit card comapny to stop payment?
Do the CC company contact you about it?
And can it be resolved by you sending the CC company a copy of your returns policy - which clearly states that you are in the clear?
A colleague of mine had a case where the customer purchased an item (motorcycle part), put it on his bike, used it and then returned it. If the customer then disuputes with the credit card company, then surely we can win that case by showing our policies?
I've been told that the customer usually wins with CC companies, is that true?
Also, what about if the customer sends it back and you send it back with a copy of your policy. I'm assuming that you foot the shipping cost. If they send it back again, do you just keep it?
Sorry for the mass of questions!
Online credit card transactions are considered "card not present" transactions which essentially means that you can not currently win a customer dispute since you do not have a signed sales draft.
Visa and Mastercard both have online authorization systems that they are testing that will allow for password authentication of credit card sales. These password-signed transactions will have the same validity as a signed sales draft would, thus making it possible for online merchants to actually refute a disputed transaction.