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E-commerce, would you pay for customers return shipping?

Discussion in 'White Hat SEO' started by Anonoptimization, May 6, 2016.

  1. Anonoptimization

    Anonoptimization Power Member

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    Not sure where to ask this but I have a customer that needs a product exchanged due to not working. How would you handle shipping costs, cover it for them or should they pay for it?

    Thanks
     
  2. Adrian112

    Adrian112 Supreme Member Premium Member

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    If you run authority ecommerce do it, you will get lifetime customer and that person can recommend you to few more people
     
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  3. ThopHayt

    ThopHayt Jr. VIP Jr. VIP Premium Member

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    Is the shipping a meaningful percentage of your profits?

    In general though, most places cover return shipping on broken items. What does your Terms of Service say?
     
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  4. Ste Fishkin

    Ste Fishkin BANNED BANNED Jr. VIP

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    What country are you in and what does your returns policy state?

    In the UK you are bound by the distance selling regulations, they are pretty strict and favour the buyers but the cost of returns is straight forward.

    If you do not mention it in your returns policy, you are supposed to refund the buyer the cost to return.

    If you state that the buyer is expected to pay return postage, they are liable for the cost as well as responsible that the item arrives in the state that it was sent in (ie, no damage).

    If you say you will pay it, obviously you pay it.

    If you are using a platform like amazon or ebay, they pretty much force the seller to pay for return postage.

    If you're on your own store away from those sites, you can do whatever you want.
     
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  5. Gromit

    Gromit Regular Member

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    I think most people may have misunderstood this question (I hope so at least because asking this question is not a good sign). I think the OP may be asking how he should go about the process and whether or not the customer should pay the return postage initially and have those costs returned later. If the OP is asking whether or not they can dodge paying for the return costs and force the customer to cover it, they should consider a new line of work.

    Without having any real information (such as size/weight of item, payment type and original delivery method) you could arrange for a courier to collect the broken item from the customer and return it to you. Once it's arrived you can inspect it and send a replacement out to the customer at your own cost.

    Alternatively if you trust the buyer's claim the item is broken (you could ask for photos) you could just send a replacement.
     
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    Last edited: May 6, 2016
  6. Anonoptimization

    Anonoptimization Power Member

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    We are sending to the manufacturer to get the item fixed. I don't mind paying the customers return costs I was just wondering if that sounded like the right idea and I guess it is! The amount of exhanges we get is rare so I don't think it would be a big deal to pay the shipping cost.

    On our site we mention easy returns so customers trust us, so I guess that would make sense.
     
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  7. 365pricefinder

    365pricefinder Regular Member

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    If you are a startup then yes I guess. Do you not already have a returns and exchange terms in place?

     
  8. Anonoptimization

    Anonoptimization Power Member

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    We do but it's kind of standard. Our site doesmention easy returns though for 30 days so I guess paying for shipping would make sense in that respect.
     
  9. soulcollector

    soulcollector Senior Member

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    It depends on whether you know your products are of quality or not. If you sell low quality bullshit from China or another mass produced low quality country, then you will easily need to say no returns or exchanges. If you make substantial amounts of profit per item, you could just go ahead and take a small loss on a 30 day 100% money back guarantee if the product was shipped damaged by you or your dropshipper. I for one advise that you strongly back your return gaurantee though as you don't want customers talking negatively about it online, as that tends to go viral very quickly.
     
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  10. dhihi

    dhihi Junior Member

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    Depend on your TOS. And if the cost is meh, pay it.
     
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  11. beats4legends

    beats4legends Junior Member

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    Many times it's up to the buyers to mail it back in order to reclaim their refund. I've done this on eBay a lot of times. But depending on the client, maybe show some leniency based on how good of a customer it is? Treating repeat customers well really has it's advantages. Most of my business is repeat business as I think it is with most professionals.