Christmas Selling Tip: Resolving Issues with Orders, Part III

In this last part of our Christmas selling tip on post-order problems, let's talk about handling returns.

Part III: The buyer has received the order but wants to return it.

Here are the basics of handling returns:

* You have to accept returns within the guidelines stated in the returns policy, even if the item was exactly as described and the buyer simply no longer wants it.  Learn more about the Marketplace Returns Policy.

* Returns of new items are different from returns of damaged, defective, or materially different items.

* Buyer returns should be postmarked within 30 days of the original shipment sent by the seller.

* Returns should be posted to the address included on the outside of each parcel. It's a good idea to include your return address inside the parcel and to confirm it with the buyer before a return is dispatched.

* In cases where there is nothing wrong with an item, buyers should cover the cost of return delivery.

* In cases where an item is damaged or defective, or when it is materially different from the item described on the product detail page, sellers should cover the costs of returning the item. You can do this by issuing a concession to the buyer in advance of the return.

* Sellers can charge restocking fees (up to 20%) for returned items that are not damaged, defective or materially different. These fees are meant to cover the extra handling costs incurred in taking the item back into inventory and relisting it for sale.

For additional information, please see our Handling Orders FAQ.

Comments

[Tyne traders]

In my experiance no matter what you do for buyer in quite a few cases they always want more
It is our policy that we need custemers more than they need us and we work too this 100% the good nice custemers. Well out way the bad thank god

The main grouse I have is even when the customer is wrong 100% I've been told by AMAZON seller support just give them it even when there has been a principle at stake and some customer take advantage of this

On one occasion AMAZON PAID a customers over100 Pound as an atoz claim when I had told the
Customer I would fully refund when I received goods back they never returned goods but got refund off atoz
LES
Md
07943352740

[mbt sko tilbud]

This is a great sacrifice the value of the blog, I think we all like to thank the bloggers to share with us

[Sony]

If it is covered in contract, written information you can ask consumers to pay back to the cost of the goods. If consumers don't return, then, or give them in your costs, you can tell they direct cost to your return, even if you have returned the money consumers.

[Kevin]

Er..no you don't provided you have made it clear before hand who is responsible for the return cost.

You really need to read the DSR before you comment as you are just making yourself and Amazon look amateurish.

Quoted from the DSR:

"Returning goods
Only if it is covered in the contract and the written information can you require the consumer to pay for the cost of returning the ordered goods. If the consumer then fails to return the goods, or sends them at your expense, you can charge them the direct cost to you of the return, even if you have already refunded the consumer’s money. You are not allowed to make any further charges, such as a restocking charge or an administration charge.
If you do not include these details in the required written
information then you cannot charge anything. You can never
require consumers to pay the cost of returning substitute
goods. If the goods are faulty or do not comply with the
contract, you will have to pay for their return whatever the
circumstances."

Notice you the bit where it says if you have provided written information (e.g. terms and conditions, delivery info, etc) the customer pays for the return? Please also note the bit about not being allowed to charge a restocking charge (as you wrongly stated was allowed).

[Kevin]

You don't have to pay return postage if the customer decides to return an undamged/non-faulty item within the return period provided it is made clear before hand (i.e. terms and conditions) that they are responsible. However I am extremely surprised that Amazon think you can charge a restocking fee. According to The Consumer Protection (Distance Selling) Regulations 2000, which is LAW and superceeds any policy Amazon might have, the customer has an unconditional right to cancel an order. This is to allow the consumer the opportunity to examine the goods or consider the nature of a service.
If a consumer cancels an order, written notice must be given to you by:
goods – seven working days from the day after that on which the goods are received by the consumer;
services – seven working days from the day after that on which the consumer agrees to go ahead with the contract.

The customer must be refunded IN FULL, including the original postage amount. It is not a suggestion, it is the LAW. Amazon, you should know better!

[Cassie]

Er... as part of the Distance Selling Regulations (the law not Amazon guidelines), you, the seller has to cover the cost of return postage even if there is nothing wrong with the item.