How To Handle Return Parcels

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A guide to what to do when an item needs returning. Three example item-returns. What should you do next? Who owes who? What can ParcelBright do to minimise the impact on your business?

My customer doesn’t want their new teddy bear anymore.

  1. Sorry about that Ted… The customer are obliged to pay the return shipping cost as they are deciding to return the item, without an item fault or a seller’s mistake.
  2. You must allow a full refund if requested in 30 days since purchase, after this point you may deny a return request, unless you have provided a warranty (see Guarantees/Warranties section of our FAQ). You can offer the customer store credit, item replacement or repair services (when needed) without excluding a full refund option if requested. The customer is responsible to return it to you undamaged or lose their refund options.
  3. We recommend sending the customer the packaging you’d like them to use, along with any instructions you’d like them to follow. This improves the chances of the returned item arriving safely to you. Consider your relationship with that customer, you may want to pay for delivery and send them a delivery label even though you are not obliged to. Contact us Contact usto arrange a third party collection and return delivery to you.

My customer’s coffee machine broke on the second day after arriving, what do I do?

  1. The return shipping costs are up to you. As you are paying, all delivery damage is at your risk. …But just think the customer is going without coffee, so somebody is having a worse day.
  2. We recommend sending the customer the packaging you’d like them to use, along with any instructions you’d like them to follow. This improves the chances of the returned item arriving safely to you.
  3. You must allow a full refund if requested in 30 days since purchase, after this point you may deny a return request, unless you have provided a warranty (see Guarantees/Warranties section of our FAQ). You can offer the customer store credit, item replacement or repair services (when needed) without excluding a full refund option if requested.
  4. We also recommend you arrange a courier collection from the customer’s address, rather then requesting the customer to use a drop off service.

My customer thinks I poorly described a radio I was selling, there is no proof if I did…

  1. The return shipping costs are up to you. As you are paying, all delivery damage is at your risk.
  2. We recommend sending the customer the packaging you’d like them to use along with any instructions you’d like them to follow. This improves the chances of the returned item arriving safely to you.
  3. You must allow a full refund if requested in 30 days since purchase, after this point you may deny a return request, unless you have provided a warranty (see Guarantees/Warranties section of our FAQ). You can offer the customer store credit, item replacement or repair services (when needed) without excluding a full refund option if requested.
  4. We also recommend you arrange a courier collection from the customer’s address, rather then requesting the customer to use a drop off service.

 

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