Handling return issues for online customers?

[llegent]

Ok guys, I have recently facing some issues on returns by customers. I have no problems for such return if my business model is offline type, which I an just interact with customers and/or get replacement for them, at the same time protect my business profitability.

But what about online customer return? How do I possibly handle this type of returns?  Without the chance to interact face to face with customers, how could I be customer friendly and yet still be profitable? You know, there are times where customers just return although it could be their over-sight or fault in handling/using the product after shipping completed.

[taiarain]

I'd say take the returns and credit the customer minus a restocking fee. Make it clear upfront that it's the policy.

Taia

[Melos]

I have an easily understood returns policy that does include a restocking fee.

The customer is required to contact me for a return authorization number.  If I get a return without the number, they are charged the restocking fee.  Under no circumstances do I refund shipping costs.  This is pretty standard in catalog and online sales, quite frankly, so it shouldn't surprise a customer.

[Corey Bryant]

Keep in mind that it is quite possible (depending on the issuing bank) even though your policy states you will charge a handling fee or charge shipping, the customer can still get all of his / her money back from the bank.

[Melos]

Yes, but if a customer tries to get all their money back from their bank after I refund the bulk of it in line with my company's refund policy, I can make a big fuss about fraudulent theft or something like that.  There has to be some process of checking out the claim before the money is given to the requester, right?

[Corey Bryant]

It really depends on the chargeback reason, the service / product, and the issuing bank.

For example, if your TOS states that if merchandise is returned undamaged, the customer will pay a shipping fee.  But let's say that customer refused the delivery and you gave him a refund for everything except the shipping.

The customer can call his issuing bank and tell them he did not receive the product (chargeback code 30).  And the issuing bank will probably return that extra money - no matter how much documentation you have.  A lot of issuing banks consider this auxilliary charges and will not support your claim.

[hoosierhunter]

I would suggest that you have a clear policy that says you accept returns if items are returned in original packaging and as received. In addition, indicate a restocking fee and handling policy. With such clear policies in place, it is more likely that it will deter fraud.