Returns / Refunds - Frustrating issues
Discussion
Looking for some advice on this matter, we are an online sports shop. Some of the bike parts we supply are unique to certain brands, year of manufacture or brand. All of this is put on the top line of the description in capital & bold, for example 'This product is for bike XXXX, it will not work with any other model and if you need some advice please email before'.
However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
I have very similar in our motorsport parts retail so we’ve added some caveats.
For general items we offer a 14 day money back if items returned undamaged to both product and packaging at their expense.
For bespoke goods there’s no return (unless a manufacturing defect) as they’re made to order.
For safety critical such as helmets , fireproof clothing , safety belts etc we’ve been very clear they’re none returnable as we’ve no way of telling if they’re damaged or used. This stems from an occasion last year where we had Fia approved seats returned after 10 days which had obviously been fitted due to damaged on them and we believe had been used on an event !!
The retailer is completely damned if they do, damned if they don’t these days sadly.
For general items we offer a 14 day money back if items returned undamaged to both product and packaging at their expense.
For bespoke goods there’s no return (unless a manufacturing defect) as they’re made to order.
For safety critical such as helmets , fireproof clothing , safety belts etc we’ve been very clear they’re none returnable as we’ve no way of telling if they’re damaged or used. This stems from an occasion last year where we had Fia approved seats returned after 10 days which had obviously been fitted due to damaged on them and we believe had been used on an event !!
The retailer is completely damned if they do, damned if they don’t these days sadly.
JCKST1 said:
Looking for some advice on this matter, we are an online sports shop. Some of the bike parts we supply are unique to certain brands, year of manufacture or brand. All of this is put on the top line of the description in capital & bold, for example 'This product is for bike XXXX, it will not work with any other model and if you need some advice please email before'.
However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
What web platform are you on or is this Amazon / eBay etc ? I’ve a few ideas once you advise However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
Thanks everyone.
We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
JCKST1 said:
Looking for some advice on this matter, we are an online sports shop. Some of the bike parts we supply are unique to certain brands, year of manufacture or brand. All of this is put on the top line of the description in capital & bold, for example 'This product is for bike XXXX, it will not work with any other model and if you need some advice please email before'.
However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
Sounds like you need some custom ordering rules on particular products. This will mean users have to confirm purchase before proceeding. What’s the site platform? However we are still getting customer buying various items, receiving it and then realising it doesn't fit. We are then having to pay for returns to go back in the fulfilment warehouse and generally waste time as customers aren't bothering to read the description. In some cases boxes are opened by them as they are unaware its incorrect and then sent back to us taped up, the item is still new but then the next customer is paying full price and getting a tatty box which some aren't happy about as they then think its a used item. We get this often on bicycle batteries, the customers opens it and realises it doesn't fit and then returns it, the next customer then thinks the battery is used and re-sold as generally there is no way of telling in most cases.
Anyone else in a similar predicament?
Can we impose a no refund policy (legally) on certain items or surcharge?
Super frustrating as it could be avoided if they took the time to check.
JCKST1 said:
Thanks everyone.
We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
My understanding is that for items £42 or less you don't have to provide a refund unless the product is faulty - so you could make this clear at the point of purchase and then any return is discretionary.We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
For items over that I think you should build it into the price and accept it as a cost of doing business online.
Actual said:
Why don't manufacturers supply retailers with spare packaging to cover such eventualities?
Way too much effort with all the variations of stuff out there although I'm sure in some cases they would... fake products / fraud doesn't help either of course.eBay is a big issue here - if you accept returns, you can select 14 days and then the buyer pays the postage costs but you can't make any deductions and also have to incur the original postage costs.
JCKST1 said:
Thanks everyone.
We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
As I understand it, for online sales and therefore distance selling:We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
You cannot refuse a return/refund if the item is faulty
You cannot refuse a return/refund if the item is delivered and not required (within 14 days), unless it is
a) Something that cannot be resold as new again - underwear/jewellery would be an example.
b) It is made to order
What you can do is, as you suggest, charge a fee for returns that have no fault. More retailers are doing this now, particularly in clothing where people order three of every size, choose what they want at home and return the rest.
Of course, if there's a return fee, some may not choose to order from you - this therefore requires a commercial assessment.
TownIdiot said:
JCKST1 said:
Thanks everyone.
We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
My understanding is that for items £42 or less you don't have to provide a refund unless the product is faulty - so you could make this clear at the point of purchase and then any return is discretionary.We use Shopify and eBay.
We are thinking of adding a small surcharge on items ordered incorrectly, such as a £5 handling fee. I dont think it will make much difference as the items are expensive so £5 is nothing but at least our admin/restock fees are covered.
Next option we thought about on some more niche products is adding a sealed label sticked, if broken then we can not accept the return.
One issue you have with batteries is that if someone removed their old and not working battery and returned it in our box we would find it hard to know, surely this could be a reason to not accept returns on batteries?
For items over that I think you should build it into the price and accept it as a cost of doing business online.
Putting a sticker on something and refusing a refund or charging a restocking fee doesn't override the law. The only thing a sticker works on is things to dowith hygiene like underwear. It wouldnt cover a mattress nor a helmet.
I would personally go the "education" route with some sort of popup modal that can be activated from the PDP.
E.g. "Will this fit my bike?" and then a bunch of questions, resulting in "Yes, this will your bike" or "No, this won't fit your bike - but this product will".
Will take a bit of time working out the logic etc but will be worth - better for you (fewer returns), better for customer (doesn't have to faff with return / experience disappointment).
E.g. "Will this fit my bike?" and then a bunch of questions, resulting in "Yes, this will your bike" or "No, this won't fit your bike - but this product will".
Will take a bit of time working out the logic etc but will be worth - better for you (fewer returns), better for customer (doesn't have to faff with return / experience disappointment).
Thanks everyone.
We are thinking about getting some legal advice and possibly new T&C's to help us, our concern to with electric items such as batteries is not only could they have been switched, they could have been tampered with or possibly used and then handled incorrectly and/or had water ingress. Its unlikely but even best case it comes back brand new, its still then opened and the original packaging is usually covered in packing tape from the return.
We had one more today, the customer did not read the top line of the advert and ordered the incorrect size.
We informed him returns are not possible due to various reasons which he agreed to in the T&C's and his reply is that he is returning it anyway and we need to accept it or he will open a charge back against us. Not sure how we would stand there but will look in to it..
We are thinking about getting some legal advice and possibly new T&C's to help us, our concern to with electric items such as batteries is not only could they have been switched, they could have been tampered with or possibly used and then handled incorrectly and/or had water ingress. Its unlikely but even best case it comes back brand new, its still then opened and the original packaging is usually covered in packing tape from the return.
We had one more today, the customer did not read the top line of the advert and ordered the incorrect size.
We informed him returns are not possible due to various reasons which he agreed to in the T&C's and his reply is that he is returning it anyway and we need to accept it or he will open a charge back against us. Not sure how we would stand there but will look in to it..
ChocolateFrog said:
I've had it with car parts before where the company wouldn't fulfill the order until I'd told them my reg and they'd confirmed the part was right.
Probably harder to do with bike parts I guess.
It is quite difficult as we would be chasing round different suppliers often, we are happy to help and in most cases we could advise almost instantly but people dont seem to read the description at all and just buy it.Probably harder to do with bike parts I guess.
They find out it doesn't fit and were left then with a returned battery which we hope is ok...
Very frustrating.
GiantEnemyCrab said:
I think a key thing other posters are trying to convey is that your T&Cs can say literally anything they like but they do not take precendence over law 
(not that I'm implying you are trying to be unfair to your customers at all!)
Yeah I get that, we just need to push as much as with can within the law to stop it or at least minimise it.(not that I'm implying you are trying to be unfair to your customers at all!)
We get it a lot with spare parts and customers trying it on.
Someone buys a new boiler PCB on the website, where there is a photo of said PCB, and a description of it, and what boiler it fits (very specific as its for a pool boiler). Then you get a request to return it, 'wrong part / bought in error' etc. What they actually return to you is the dead PCB in the box the new one arrived in.
Our parts now go out with security tags on the packaging which say 'no returns once opened' which is not legally enforceable as you have to give customers opportunity to inspect the goods, but it has cut out a lot of the people trying to rip us off.
Someone buys a new boiler PCB on the website, where there is a photo of said PCB, and a description of it, and what boiler it fits (very specific as its for a pool boiler). Then you get a request to return it, 'wrong part / bought in error' etc. What they actually return to you is the dead PCB in the box the new one arrived in.
Our parts now go out with security tags on the packaging which say 'no returns once opened' which is not legally enforceable as you have to give customers opportunity to inspect the goods, but it has cut out a lot of the people trying to rip us off.
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