Dealing with customer returns
Discussion
Does anybody have any ways to deal with (i.e discourage!) customer returns (clothing and footwear, I realise this market is prone to high returns rates, but I'm finding it hard to believe the amount of people that are buying things and then sending them back just because they don't fancy them any more!).
I wouldn't mind so much if I wasn't forced to refund the cost of shipping, but as I am, it's eating quite a bit into what are already slim margins.
I wouldn't mind so much if I wasn't forced to refund the cost of shipping, but as I am, it's eating quite a bit into what are already slim margins.
it is one of the reasons that clothing is priced as it is with rag trade prices in sweat shops for manufacturing - lots of shoppers who buy clothing online do so because they can order a number of items and return those they don't like - so margins have to allow for it...
you should find that regular customers do it less as they a) know what they have liked from you in the past b) know the sizing more accurately c) repeat orders tend to be less speculative - so might it be worth looking at the balance of current / new customers and see how you can sell further to those who have already bought in the past?
you should find that regular customers do it less as they a) know what they have liked from you in the past b) know the sizing more accurately c) repeat orders tend to be less speculative - so might it be worth looking at the balance of current / new customers and see how you can sell further to those who have already bought in the past?
I thought you only had to pay for the return postage of faulty goods, any other its up to them.
EDIT
Ahh i checked up on it, i was wrong.
you wish to return the goods within the seven working days, you should get a refund of the initial delivery costs.
The law does not cover the cost of returning the unwanted items.
EDIT
Ahh i checked up on it, i was wrong.
you wish to return the goods within the seven working days, you should get a refund of the initial delivery costs.
The law does not cover the cost of returning the unwanted items.
Edited by hotchy on Thursday 28th May 23:15
Simpo Two said:
Restocking fee?
This is really what I'd like to do, but I'm pretty sure it's not allowed. I was wondering if there was any way around it at all. Is there a way to claim that part of the price is for something specific, which isn't refundable (handling charge, or similar?).akirk said:
it is one of the reasons that clothing is priced as it is with rag trade prices in sweat shops for manufacturing - lots of shoppers who buy clothing online do so because they can order a number of items and return those they don't like - so margins have to allow for it...
you should find that regular customers do it less as they a) know what they have liked from you in the past b) know the sizing more accurately c) repeat orders tend to be less speculative - so might it be worth looking at the balance of current / new customers and see how you can sell further to those who have already bought in the past?
I'm selling common items, the market for them is pretty much completely price-driven, so very few 'regular' customers. Fair enough ordering multiples and then sending back the ones that don't fit, at least I've made a sale; my problem is people ordering one item, and then deciding it doesn't fit, or they just don't like it. 90% of my customers are male, so I wouldn't have thought this would be such an issue. If I buy something online, I make sure that 1. I actually want it, and 2. It fits - I'll either try it on elsewhere first, find a sizing chart online, or ask the seller for measurements. Especially annoying with shoes - surely everyone knows what shoe size they are?you should find that regular customers do it less as they a) know what they have liked from you in the past b) know the sizing more accurately c) repeat orders tend to be less speculative - so might it be worth looking at the balance of current / new customers and see how you can sell further to those who have already bought in the past?
Web site or ebay / Amazon? As the latter eliminates your options.
If your site then describe the items better - see jacomo for buyers wearing comments eg "looser than expected" etc
Try to turn a return into a reorder by the text on the form / site suggesting alternatives.
Have an online return system to simplify it for you and turn a negative you have to do into a reason the buyer stays with you.
Don't sell in Germany - you have to pay carriage both ways regardless!!!
If your site then describe the items better - see jacomo for buyers wearing comments eg "looser than expected" etc
Try to turn a return into a reorder by the text on the form / site suggesting alternatives.
Have an online return system to simplify it for you and turn a negative you have to do into a reason the buyer stays with you.
Don't sell in Germany - you have to pay carriage both ways regardless!!!
High returns rates are part and parcel of selling clothing, and every major clothing retailer has a function in the warehouse to steam and re-pack returned clothes. To a large extent, it's something you're going to have to put up with.
There are three angles you can go at this from:
1) Make returns as cheap as possible for you. Get set up to repack and re-tag clothes and return as high a % as possible to saleable condition. Find the cheapest route to get your returns back (ie, could you make the easiest return method Collect+ or similar rather?).
2) Analyse your returns. Are certain products high returns and potentially unprofitable? Is the sizing or photography not up to scratch on those lines? Are certain customer demographics more likely to return and cut your margins? Can you flag high returners and cut them out of your mailing lists?
3) Make sure you're doing the absolute minimum required to comply with DSA.
I'd also suggest looking at year end reports / results presentations for major clothing retailers - they all have to deal with this and put time and cash into reducing the costs.
There are three angles you can go at this from:
1) Make returns as cheap as possible for you. Get set up to repack and re-tag clothes and return as high a % as possible to saleable condition. Find the cheapest route to get your returns back (ie, could you make the easiest return method Collect+ or similar rather?).
2) Analyse your returns. Are certain products high returns and potentially unprofitable? Is the sizing or photography not up to scratch on those lines? Are certain customer demographics more likely to return and cut your margins? Can you flag high returners and cut them out of your mailing lists?
3) Make sure you're doing the absolute minimum required to comply with DSA.
I'd also suggest looking at year end reports / results presentations for major clothing retailers - they all have to deal with this and put time and cash into reducing the costs.
veevee said:
I'm selling common items, the market for them is pretty much completely price-driven, so very few 'regular' customers. Fair enough ordering multiples and then sending back the ones that don't fit, at least I've made a sale; my problem is people ordering one item, and then deciding it doesn't fit, or they just don't like it. 90% of my customers are male, so I wouldn't have thought this would be such an issue. If I buy something online, I make sure that 1. I actually want it, and 2. It fits - I'll either try it on elsewhere first, find a sizing chart online, or ask the seller for measurements. Especially annoying with shoes - surely everyone knows what shoe size they are?
Shoe size changes from one pair to the next, particularly the fit, I'm anything from a 10 to a 12. I have ordered shoes online (And haven't returned them) but I did deliberately avoid the same retailer who was ever so slightly cheaper due to the returns policy sounding extremely grudging about having to accept returns. PurpleMoonlight said:
Simpo Two said:
Restocking fee?
Unlawful.If the return was made out with these regulations i.e. after the 14 day deadline, then you can stipulate a re-stocking fee.
aberombie you pay for returns post
to quote
"We refund any merchandise in resalable condition with a copy of your original invoice to the original payment method if returned to us.
You can use the Return Label that was provided with your purchase, there is a 9.00 GBP charge to use this service that will be deducted from your refund
"
£9 to return items !! was a bit annoyed , but if it's not faulty tuff luck on the buyer, the issue is then people may snag the item for a free return !!
to quote
"We refund any merchandise in resalable condition with a copy of your original invoice to the original payment method if returned to us.
You can use the Return Label that was provided with your purchase, there is a 9.00 GBP charge to use this service that will be deducted from your refund
"
£9 to return items !! was a bit annoyed , but if it's not faulty tuff luck on the buyer, the issue is then people may snag the item for a free return !!
minitici said:
Only unlawful if the return was under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations.
If the return was made out with these regulations i.e. after the 14 day deadline, then you can stipulate a re-stocking fee.
Pointless comment as this thread is about returns subject to the regulations.If the return was made out with these regulations i.e. after the 14 day deadline, then you can stipulate a re-stocking fee.
PurpleMoonlight said:
Yes there is.
The OP mentions having to refund the cost of the postage the customer paid which only occurs with returns subject to the regulations.
Under the 'regulations' the seller only needs to refund the outward shipping.The OP mentions having to refund the cost of the postage the customer paid which only occurs with returns subject to the regulations.
If he has it in his terms & conditions, the buyer has to pay the return costs.
Also the seller only needs to refund the standard original delivery cost even if the buyer opted for a more expensive delivery service.
So if you offer 'free' second class post delivery and the buyer opts for delivery by next day courier, then there would be no refund for original delivery.
minitici said:
PurpleMoonlight said:
Yes there is.
The OP mentions having to refund the cost of the postage the customer paid which only occurs with returns subject to the regulations.
Under the 'regulations' the seller only needs to refund the outward shipping.The OP mentions having to refund the cost of the postage the customer paid which only occurs with returns subject to the regulations.
minitici said:
PurpleMoonlight said:
Yes there is.
The OP mentions having to refund the cost of the postage the customer paid which only occurs with returns subject to the regulations.
Under the 'regulations' the seller only needs to refund the outward shipping.The OP mentions having to refund the cost of the postage the customer paid which only occurs with returns subject to the regulations.
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