How to handle return/refund

Hello,

how do you handle returns because customer ordered wrong size?

Started a few weeks with dropshipping and my customer received their order. I have a size chart on my site and I tell them also they should be careful and order some bigger size.

This customer bought a to small item and want now a return.

My customer is located in US and I'm in EU.

When my customer would sent the item to me or directly to china he would pay at least 10$ I think?
I don't want to give them the item (price = 10$) for free because he could try to order again and say its to small and get items for free.

What would be the best option?
Sent them a partial refund and give them a 50% coupon?
Let them sent the item to my country and the customer needs to pay shipping?
Sent them a full refund?

How much did the customer pay? If it isn't much, I'd just send them the right sized item without any pay.

For an item of this value I would take the hit and offer to send the other item to them free of charge (pretty much the same as a refund).

I get that you don't want them to just take advantage and get free stuff. So I would explain that you would normally require them to return the item but as a first order from them you will make an exception.
Which then covers off any future orders if they do try to do the same.

I have had a similar situation in the past and have always found that going above and beyond will work out in the long run from future orders, word of mouth etc.

faithjhung said:

How much did the customer pay? If it isn't much, I'd just send them the right sized item without any pay.

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10$

Taylor89 said:

For an item of this value I would take the hit and offer to send the other item to them free of charge (pretty much the same as a refund).

I get that you don't want them to just take advantage and get free stuff. So I would explain that you would normally require them to return the item but as a first order from them you will make an exception.
Which then covers off any future orders if they do try to do the same.

I have had a similar situation in the past and have always found that going above and beyond will work out in the long run from future orders, word of mouth etc.

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Yeah seems like most people say just send them the right size.
I like your idea with the first time execption.

As a customer of myself I wouldn't be a fan of a partial refund to be honest or get a partial refund an pay again (even with a 60,70 or 80% coupon) to get the right size.

SO I have to go with only full refund or send them the right size.

Another idea was to let this customer sent the item to a new customer which ordered the same item but this could also a little bit dangerous.

If it's $10, I'd send them another one and let them keep the item. That's how marketing and customer service works.

I do not know precisely which eu country you are in and the law is slightly different in each.

But basically with distance selling customers are entitled to return anything they want for pretty much any reason, so long as they have not damaged it.

The typical answer is they must pay return postage, provided you outlined that to them before they purchased it.

You usually find most people cannot be bothered to do this for a small item.

If you did not outline this in advance your best just letting it go. Learn from it and change your T&C's.

It is a good rule of thumb to offer a refund initially (assuming the price isn't astronomical) and offer a stern, non-aggressive warning for future purchases. There are 'buyer beware' examples all over the internet you can use as a template that give you increased deniability later on when it is legitimately not your fault.

If their fault, ask to send it back to the supplier, let them pay the charges because its their fault.

If you plan on being successful at drop shipping you need to be prepared to take a loss on an item here and there. The more you sell, the more return requests you will get but the idea is you make enough proffit that you don't need to sweat it. Give them a refund or send them another shirt and be done. You've already wasted way too much time for the $5 your worrying about.

I have now updated my return policy.

I also said to my customer I'll send them the right size this one time. Like Taylor89 suggested me I said to him I'll make an exception since this is your first order.

I think this is a better way instead of give him a full refund because now he could wear the item and someone could ask where did he buy it and refer to me. I also told him he should take the old one and gift someone and refer him my shop

If he does it again he has to pay the shipping costs.

rejoin14 said:

I have now updated my return policy.

I also said to my customer I'll send them the right size this one time. Like Taylor89 suggested me I said to him I'll make an exception since this is your first order.

I think this is a better way instead of give him a full refund because now he could wear the item and someone could ask where did he buy it and refer to me. I also told him he should take the old one and gift someone and refer him my shop

If he does it again he has to pay the shipping costs.

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Your thinking way too deeply into this. I guess if you plan on making pennies then you need to worry about a $5 return. Seems like a lot of stress for nothing. Are you living in a third world country? Put your focus on selling more and you then you need not worry about a couple returns.

If you think small your bank account will be small. Don't trip over a dollar to get to a nickel. No one is going to waste their time scamming you for free T-Shirts. Treat customers like gold and the money will pile up.

If a seller gave me some shit about "oh I'll make an exception on your first order" it would be my last order. Treat me good and I'll be a customer for life.