Do you accept returns?

DarthHazard Level 1

July 27, 2017, 2:49 pm

18

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Do you accept returns?

When you run an e-commerce site, one of the most important things you have to ensure is keeping your customers happy. Because a happy customer will more than likely either recommend your store to friends or come back for return purchases. But sometimes certain customers can make your job a bit more difficult. One way they do this is by asking for money back on products even though they have nothing wrong with it or it's broken because the customer did something. How do you deal with these return claims? Do you take the hit since you want to keep the customer happy or do you tell them that unless it's a bad product, they cannot return it?

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TheArticulate

I don't sell physical items necessarily, but I do sell my videography and photographer services to people online. I don't accept "returns" on my services exactly, but I will offer partial refunds or additional services in the event that my client is not satisfied with my product. I had someone want to hire me a month or so ago and I told them I was busy the date of their event and couldn't make it to do video for them. They insisted they wanted me doing the editing and asked if my second shooter would be willing do the shooting for me and I could edit. I reluctantly agreed, which was a bad idea. My shooter wasn't prepared to take on a job of his own and as a result, the video and audio he gave me far below the quality that I like to give to my clients. Needless to say, they weren't pleased, and I offered them a partial refund to make up for the issues.

They understood it was not my fault and that they had pushed for us to do the event even though I couldn't work it, so it make things a bit easier, I think,

9 years ago

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centurion

Hello
Have a wonderful day.

On an e-commerce site this is very much rare about the product return or money back guarantee. Online E-commerce shop has regular new visitors and regular new customers. If you use return policy than your customers will be happy. Money back guarantee for online shop will makes your customer all happy. Return policies I have been watched. But money back guarantee option I had not seen yet now.

Thanks
Centurion

9 years ago

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Tronia

Well, there's a very easy solution to your question. Have you ever heard of ''return policy''? That's why this policy is crucial if you do offer refunds and returns. You should carefully draft out the return policy so it ensures that the situations which you've described can't occur. Most websites have special terms where if the product was mishandled by the customer, they won't accept any returns. It's quite logical really. Why should you take the hit if the consumer isn't following the instructions or manual for a product?

9 years ago

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overcast

I think accepting returns is good option. I have found that it develops some trust between the customer and the seller. Also it's better to get good word of mouth for the product damage or the recovery in that cases. You'd find that in case of finding returns, you can pretty much manage it in case of the dropshipping and the wholesale market. In case of online services, you may have to give the partial return, it'd be something different. Because here things such as loss and time waste also needs to be included.

9 years ago

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wallet

I always accept a return if there is a problem with it. My customers must be satisfied and happy, in this way they will return on my site, otherwise, they will not be my loyal customers and go somewhere else. And if I lose my clients my business will fell and I will lose a lot just for few items that may be replaced!

9 years ago

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TsuyoyRival

If the product really has a problem that couldn't be done by the person who bought it, it's a good policy and good for business, to give the customer what he wants and make him happy, and susceptible to buy again in the future, otherwise, you might lose a customer and others, if the primary makes a bad review of your business.

9 years ago

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peachpurple

I used to work in a computer retail shop. I had encountered a few customers demanded for a return of money due to faulty modem and printer.On the spot, I had checked the items but found no faults at all. I had proven to the customers but they refused to accept the items eventhough I had proven them wrong. My boss allowed the returns but not 100%, only 50%, yet they accepted and left happily. He said that it is better to let customers feel happy than to argue with them. We can expect them to return again.

9 years ago

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ballyhara

My sister has a sort of e-commerce and she does something similar, her return/exchange/refund policy clearly explains, that this will proceed in case the item has a fabric damage, also the returns never covers 100% of the price. From my point of view, this is a way to make a deal with your customers, you will guarantee a good product and will offer a refund when is needed, but also you won't be cheated by customers who want to take advantage on a full refund, even if they abuse the item.

9 years ago

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peachpurple

Very true indeed. Customers take the advantage on the full refund often, sometimes threatens the seller that they will bring this matter to the consumer board to complain against our company. This is cheating or should I say blackmailing.

9 years ago

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ajlancer

Hi there,
Thanks for your query. Though you intend only on eCommerce site. Yes! I agree with you. As a business owner your basic responsibility to make happy customer. And this ways your opportunity will be more high for growing up your business. But, problem may different by different eCommerce business by different customer. All business has different customer and customer demand may different. If you solo eCommerce owner, I think before published any service or product you must to clear state about product on your site. And must to communicate often to customer. Than you can avoid bad experience from both side. But, for giant eCommerce company may handle it different ways. I want to give an example, I frequently purchase service from aliexpress and recently I purchased chrome cast 2 but seller send different product and fake product. So, How my feeling there. Surely bad experience. So, I should rated very bad review to seller. Though I tried to contact several time with seller. But he avoid my messages. Here who is responsible . Must be seller. As a buyer I should wanted perfect product which seller advertised.

Bad situation only can avoidable if everything perfect and exact. On the other hand you should accept returns.

Regards by Ajlancer

9 years ago

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giovanniiiii

There should be stricter policies regarding returns because it would cost money too. If the product proves to be really defective then there should be no problem in returns or replacements. It is unavoidable that there will be released products that do not meet customer expectations and standards.
As a customer though I will be grateful if shops are open to returns and have reasonable warranties.

9 years ago

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kgord

I am not currently selling anything on my site, but I think if I was, I would offer some sort of guarantee or return policy. I would try to sell through Clickbank I think and adhere to their return policies. It is one of the things that make people return to you.

9 years ago

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astakhova142

https://www.youtube.com/watch?v=c5kIE5ooihw

9 years ago

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MariaC

That is why its advisable one sell quality items. When your commodity is top notch. One that would deliver quality for the customers money, you don't have to worry about return goods.

9 years ago

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PinkTurtle

As a nurse I offer services and products but the client see final result in the patient through the service and generally they will express their feeling about the services and the products use in those services, if they don't like it I won't return the money back (because you can't asks for money back when the job is already done at least not in my country, especially with syringes and those kind of products, you can't just use twice) but I make a promised to them to not use the same products again if they didn't like them for some reason...

9 years ago

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hermessantos

Customer feedback is one of the best ways to improve your service. However, we need to accept feedback and put them into practice so that the

Really happen in your business.

9 years ago

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augusta

In that case, assess the returned product and check to see it was really damaged while in your custody if it was by you.then do well to change it but if not be polite when rejecting it.

Remember customers are always king so do well to be diplomatic on issues like this.

personally, i will change it and maybe charge a little amount for my own inconvenices.

9 years ago

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