New Returns Procedure & Exchanges - a word of warning...

mrs_sparrow

I have a customer who clicked on 'I want to return something' chose it did not fit then added she wanted an exchange.

Fair enough, I send all exchanges free of charge.

Yesterday buyer marked the item as having been returned. I cannot seem to do an exchange, only refund the buyer. So the buyer needs to buy the item again - meaning more fees to pay and so I cannot send it free postage.

Buyer loses out. Upshot is - if you want an exchange with the seller, do not start the returns process. Something else to add to my ever increasing length of note to put inside the package.

bxboards

mrs_sparrow wrote: »

Fair enough, I send all exchanges free of charge.

I can't understand why you'd offer free exchanges too be honest.

I think if your buyer has to buy again and pay postage again, they'd be a little more circumspect before buying and possibly not quite as keen to return on whim.

justjohn

defect = transaction over (do nothing, let the flow take care of it)

mrs_sparrow

bxboards wrote: »

I can't understand why you'd offer free exchanges too be honest.

I think if your buyer has to buy again and pay postage again, they'd be a little more circumspect before buying and possibly not quite as keen to return on whim.

The correct fit of the product I sell is very is important and is part of the service I offer, a happy customer will return. If you have helped them to find the correct product, it is a customer you will retain for a long time.

I do get returns for exchanges but not many, however, it is a service I offer and always have done. I do not advertise that I exchange for free but if people enquire about exchanges, it is at that point they get told there is no charge for postage. They pay to return it to me, I pay to return it to them.

mrs_sparrow

justjohn wrote: »

defect = transaction over (do nothing, let the flow take care of it)

That's the problem though, it should not be a defect when the buyer is choosing that they bought incorrect size - however, if you go out of your way to make a customer happy they will be a repeat customer. That might not be important for some people but it is for me.

Brooker_Dave

It could be worse:

http://www.ecommercebytes.com/C/abblog/blog.pl?/pl/2014/10/1413392141.html

bxboards

mrs_sparrow wrote: »

That's the problem though, it should not be a defect when the buyer is choosing that they bought incorrect size -

Ebay consider that if something 'does not fit' it's because the seller has mis-described it, and the buyer has had a 'negative experience' which is why they give a defect.

I completely disagree with that, but that's how they consider it I'm afraid, which is why you are considered defective.

Your case is no difference than someone who gets an INR raised against them, only for the buyer to close the next day when it arrives. They still consider the seller 'defective'

I think Ebay are defective and the process is nuts, but there you go!