Returning Items To An Online Retailer - 5 Points To Note
Author: Stephen Hackett
If an online retailer supplies a solid product, as opposed to a downloaded product, then at some point they will have to process a return. The quantity of returns will vary from sector to sector and indeed from product to product, but whether its shoes, lingerie, cameras, software or anything in-between, at some point a customer will return something they have purchased.
There are a number of reasons why an item may be returned, wrong size and faulty are both valid reasons, as are countless other reasons. The majority of companies will process these returns in a speedy manner; however there are occasions when this is not possible because of something the customer has done, not intentionally, but still causing a delay in the processing of the returned item.
After analysing delayed returns I have narrowed it down to five reasons why delays are caused, inconveniencing customers and sometimes causing bad feeling between the company and the customer.
1 - Enclose your details.
By far the most popular reason for delay (over 50%) is the non-inclusion of any order details. At least an order number should be included with the return in order for the company to track you on their computer system. Better still you should also enclose your name and address. Ideally a copy of the invoice being enclosed is the most helpful option.
2 - What do you want to happen?
When you receive that new shirt and find it doesnt fit, it can be frustrating. So you throw it back in the bag or box, along with a copy of your invoice and send it back to the company, easy. But a large number of delays are caused by the receiving company not knowing what to do with the return. Do you want a different size, a different colour, or do you simply want a refund? A quick scribble on the invoice would suffice, but you do need to tell them what you want to happen.
3 - Do you need to obtain a returns number?
A growing number of retailers are now requesting customers to confirm returns before you actually put the thing in the post. The process is usually pretty simple. You contact them to say you are returning it; they give you a code which you enclose with the return and you return it via whatever method you have chosen. It is always wise to check with the company if they require a returns number.
4 - Send by signed delivery.
Whatever method you use to return your order, make sure a signature is obtained when it is delivered. No delivery service is perfect and packages do go missing. Most signed delivery services will carry insurance of some sort, so at least if it does go missing you will have so recompense.
5 - Send to the correct address.
There are two facets to this. Firstly many companies have a separate returns address, which they use to process all returns. Sending your order to the head office will only mean they then have to send it to the returns department, so delaying your return. Secondly the numbering of industrial units can be complex with office numbers, block numbers, departments and more. Check that you are returning it to A17 and not 17A; these could lead to completely different companies.
By following these five rules any return you make should be dealt with speedily and to your satisfaction as you have done everything in your power to help the receiving company.About the Author:
Stephen Hackett is the director of Venus Sales Ltd, a UK based retailer operating a number of online retail sites including
Temptations Direct and
Purple Pleasures.
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