Boro

iTrader: (1)

I'd like to think I go a little further than most with customer returns usually, probably further than I need to but just had a return today which I'm not 100% happy about.

30th June 2014. Customer ordered a camera pole.

1st July 2014. Pole received.

27th July 2014. Emailed to say the pole was damaged on arrival 27th July 2014.

14th August 2014. Received back in what I would call USED condition.

I understand sometimes people buy things and don't use them straight away so I am happy that it took almost a month to inform me it was damaged but there's no way it hasn't been used in that time and then it took another 2 weeks to return it.

What would you do? What would you expect as a customer?

f1_fan

iTrader: (9)

What are your terms and conditions for returns? If they, like a lot of places, state any faulty items must be returned in 'as new' condition and in the original packaging then tell them to do one would be my advice.

If they are not clear, however, you may have a fight on your hands.

Oh and as for what I would expect as a customer... i can't really answer as what I would expect and what some of the p1ss taking public seem to expect from companies these days are two different things. Put it this way if I used something I wouldn't be sending it back to you and claiming it was damaged on delivery.

dpb

Thought you seven days to inform suppliers it isn't suitable , either way, actually !

Boro

iTrader: (1)

These are the terms of conditions for returns...

Lydia72

You might want to change your T&C, the law says it is fourteen days now, not seven.

DYK

Think I would change items are able,to items must be returned.

Ade WRX

I'd be inclined to let this one slide as you could have problems with your T's & C's if it was challenged, not specific enough IMO, but then update & improve your returns policy to be more specific that items MUST be in unused condition. Tighten the reigns a bit for future returns. Its tough titty toenails if the buyer doesn't read your returns policy then, its there in black & white.

f1_fan

iTrader: (9)

Yoda, have you been on the pop?

I'd agree with this

DYK

Had a shandy or two..

mickywrx

iTrader: (29)

Lisawrx

iTrader: (1)

I too agree with what you are saying, but the issue here isn't just a case of someone wanting to return an item because they've changed their mind about it, regardless of the time scale.

The buyer is claiming that the item has been damaged on delivery, but in Boro's eyes, the item has been used, so I can only assume it's in a condition that is clear to him, wouldn't just have occurred during transit. The fact some time has elapsed would possibly back up the feeling that the item has been used and broken and the customer is trying it on.

To resolve this, you could argue about it, refuse a refund, possibly be able to prove your case, but you have to ask is it really worth it? Is the item of a high enough value that you can't write it off as one of those things? Is it worth losing a customer over?

If it's not really worth the fight and is more just a case of being frustrated, then I would suggest you just refund the cost of the item as a 'gesture of goodwill' on this occasion blah blah blah.

I would amend your terms though, as if it's changed to 14 days, you'll need to change that (although, you'd still be within your rights to refuse to sort this as over 14 days passed before being alerted to the problem). I would also add in that returns must be unused, with original packaging and saleable (from a general point of view)

f1_fan

iTrader: (9)

Luan Pra bang

Customer is taking the **** up to you if you can be arsed to argue with them.

Carnut

Surely there are up sides to being a seller/business on the net, perhaps it has give the op a opportunity to make some good money and maybe with out the net he would be working in a job he doesn't like. The downside is here for all to read, the buyer may not of tried it on if it was a face to face sale but it comes with the territory.

I personally don't like buying and selling on the net, as SN will back me up with the many of threads related to online buying/selling issues I would rather do it the old fashioned way where possible.

However, if I did decide to use the net for business then I would try to except the pros and cons of this dog eat dog environment.

In my opinion the buyer is a dishonest person trying it on but that is what the net creates, dishonesty and the opportunity to try it on.

DYK

Ohhhhh Great Warrior...