Dealing with customer returns

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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.

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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?

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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 buyer is liable for their own return costs, but you're still refunding them the original shipping cost, which you've already paid.