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Topic: handling returns  (Read 779 times)
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Lindsayanne
« on: January 30, 2005 04:02:31 PM »



How do the rest of you handle returns? I get so annoyed when I have a return, because everything is custom made. 90% of the time it's just because people are too lazy to measure to see what size they really need. Because things are custom sized, it's almost impossible to resell them again.

How do you guys handle returns? I put into my FAQ that there is a $7.00 restocking fee for returns due to measuring incorrectly, changing mind, etc- but now I feel bad about enforcing it and making people not want to reorder. Maybe I should just not accept returns, period?
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sarah_1980
tallpoppycraft.com
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« Reply #1 on: January 31, 2005 01:17:10 AM »

In my opinion, go for not accepting returns. Maybe you could plug a terms and conditions of sale check box onto your checkout page that your customers have to tick and agree to before submitting their order.

If that's not possible, you could just put a note in your faq page or somewhere like that to the effect that correct measurements must be provided, and to choose carefully as returns are not accepted due to each collar being specifically made for each customer.

As you mention, there is a risk that if you start enforcing the $7.00 re-stocking fee or if you cease accepting returns altogether that customers won't want to come back. I guess you'd have to weigh up the probability/profitability of your customers making repeat orders and whether its worth risking offending them with no returns or a $7.00 re-stocking fee.

It sounds like a really difficult situation you're in and I'm sorry I don't have the perfect answer for you!
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Sarah
http://www.tallpoppycraft.com
Tall Poppy Craft Products :: Handbag & Purse Making Supplies
jordanapaige
« Reply #2 on: February 01, 2005 09:28:17 AM »

Hi,

Some states require stores to allow returns. I quickly googled this for Kansas and found that no such law exists. So, my suggestion is to not accept returns on custom goods. This is actually a very common way to do it. You should just make it clear in your FAQ and at checkout that all customs sales are final. I don't suggest the restocking fee, afterall is $7 really going to make up for your time and materials?

As for the other non-custom merchandise, definately accept returns on it. Just set a time period within which you're willing to accept it. I think two weeks is plenty of time for someone to decide if he/she likes the product.

Also, when I click on your sizing page (http://www.bigdogboutique.com/ProductCart/pc/sizing.html) I received and error.
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Lindsayanne
« Reply #3 on: February 01, 2005 02:58:26 PM »



Thanks!

But where did you find that broekn link? I see the problem, but I just did a custory check on the link in the header and in a few products and they point to the right place. Do you remember how you foudn that broken link?
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jordanapaige
« Reply #4 on: February 01, 2005 07:15:24 PM »

It's on you're FAQ page under the question, "How do I know what size to order?"
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soapstar
« Reply #5 on: February 01, 2005 08:34:31 PM »

I would make a clear statement that there are no returns on custom orders.....and stick
to it.   Also if you have any items that you have returned or that have a flaw in them
you could put them in a clearance bin.
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