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pegasus69 · August 2nd, 2007

Hi All,

For those of you selling online, what system do you have in place for handling returns? I imagine shipping would eat the profits really quick! When you just write it off, is that an incentive (for those type of customers who are so inclined to do so) take advantage of it?

Also, who pays for the shipping? They paid the first time, but then you get stuck with paying to ship it back to yourself and then again to send a replacement just because they wanted it a little bigger/smaller?

Just selling to friends, the exchange in sizes was extremely frustrating to me. I have quite the inventory of stuff that just needed to be a little bigger/smaller.

printchic · August 2nd, 2007

Hi Pegasus69,

The normal process is that the customer pays shipping for the return of the product and they also need to include $$$ to cover shipping out of the replacement product.

They only time i would ever pay shipping is if i "shipped out" the wrong item.

As far as the size issue I have a size chart on the site on the page they order from and they can see width, length of the garment. I tell them how to measure the garment, etc. That should take care of a lot of returns due to sizes.

On pre-printed items I allow them to return the item since it can be resold but i put a stipulation that the item must be in resellable condition;

- unworn
- smokefree

on custom items they can only return it if it's my fault because i can't resell it.

Signed
Printchic

Rodney · August 2nd, 2007

I pretty much do what Angela does above.

Customers generally aren't looking to scam you out of money. If you ship them a quality product, they aren't likely to want to return it.

Put the sizing information in an easy to find location and it will make them more accountable for picking the right size.

If you make a mistake in the shipment, then you eat the costs of getting it right.

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Online Sellers - Returns - profits vs. customer satisfaction