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Those items in a nutshell are the bread and butter. I get a few back that are 16, 18 days, etc...but I always let it slide.
Today I got a jaccket back, marked down from 450 to 350, they purchased on may 22, I got it back today June 20th. almost a month, it was a sale item too, and there was no RA given via email, phone, etc. The jacket smells like smoke and is worthless to me.
I assume send it back to the customer stating return policy, etc...BUT, I am afraid they will do a chargeback on me, can they? anyone have other solutions for this IDIOT customer?
(Does your return policy also state that the clothes must be returned "like new"?)
I was assuming just send it back without telling them, because this customer has to be an idiot.
The return form was in the package, and I have a few columns to fill out (what you paid, date, price, reason for return, RA#) and only thing it said was "jacket" nothing else.
If they do instagate a chargeback you have more than enough documentation to win the battle. Keep the delivery notifications and tracking numbers.
The problem - sending it back, if the customer does not sign for it or refuses the package it might be a little more difficult - depending on the issuing bank
Call the person, kindly tell him that the item is not acceptable for return. Offer him an opportunity to get it back if he agrees to pay for shipping.
Either way, due to the foul intention of the return, you are likely to get a chargeback anyway. Don't lose more than you have to.
We once had a customer who sent us back some unbreakable cups - with tea stains in them where they had used them and not even bothered to rinse them out!
Customers can be a nightmare sometimes...
If you decide to refund him, there is nothing which can stop him from ordering again and use your jackets. You might soon turn into a second hand store.
I think, a polite explanation of your rules and offering him solutions like free shipping of the "used" jacket back to him again, will be a great help to teach him a little sense of business rules.
Package arrived 2 days ago, email was sent monday and have not heard a peep yet?
I would not refund the money. This is not a customer you really want to keep.
If you send the jacket back to the customer, they'll probably keep it and charge back the purchase (which would cost you the sale, the item, and an extra $15 - $25 depending on your merchant provider's chargeback fee).
The credit card company will always side with their customer and leave the merchant hanging. Be glad you got the merchandise back, most sellers aren't that fortunate.
:: EDIT ::
Just realized that you have already sent it back ... I hope your customer accepts your terms and doesn't charge back, but if they do there won't be much you can do about it.
Is 10% high for clothing? Seem so. We sell some other items with many options and have return rates under 1%.
If a customer sends something back that isn't in new condition and has not obtained and RGA, we decide if we will be able to resell the item in it's current condition, if not it is sent back with a note in the box. If it is resellable, we charge the full restocking fee and issue credit.
So far we haven't had to send many items back to the customer, and haven't had any chargebacks spawning from this policy. We ALWAYS send back unacceptable returns UPS adult signature required.
Of course, we do get the occasional customer who issues a chargeback at their bank on the way to the post office to send somthing back parcel post.
I am afraid they will do a chargeback on me, can they? anyone have other solutions for this IDIOT customer?
if they do a chargeback and it goes through, make them pay another way - remember credit cards are just a payment method and charging back means they haven't paid for the goods (and have created other costs to you) - if necessary, take them to court
even better would be to save yourself the grief and write it off and never let them buy from you again
Good will only extends so far. Since you sent the jacket back and haven't heard anything, you're probably okay. But do be aware that regardless of your stated returns policy, most credit card companies will not back you in a refund dispute because you have a "card not present" transaction.
Then the customer allegs he hasn't placed the order. Of course this depends on prior (provable) correspondence. But there's not much you can do.
not really. if you have a sensible e-commerce policy, then you'll only ship to the cardholder's address so *prior* correspondence isn't required
Since the item was past its return date, you could offer issue them a store credit for the item. You have a pretty good chance that they will not use the credit (especially if you send the credit by mail) and you still keep the good will of the customer.
Even if they do use the credit, they have to spend the money with you rather than taking it elsewhere.
You can even (to make it even less likly they will use the credit) send an email explaining the situation and that they can either take the store credit or your can send the item back to them. Again, you don't come out the bad guy, you did offer them something and they may just voluntarily request the item is retruned to them rather than take the store credit.