Originally Posted by Edify, Inc
Yes, I do understand the need to have everything stated upfront. Maybe I need to be clearer in my query.
My question was as buyers, what do you think are acceptable return policies? Specifically, if the item is to be sent back for exchange, who eats the cost of shipping it back and re-shipping the correct item? Assuming the store processed the order correctly.
My second question was in the case of refunds that has nothing to do with defects or wrong orders, but because the buyer simply decided he didn't want the item ordered. Should we only offer store credit, or accept a restocking fee, or both, or simply refuse to process the return?
Of course, all defects that are found or wrong orders sent due to the store's fault will be exchanged without the buyer having to spend a single cent more.
1: I am fine with it being the customer's problem to pay for shipping as long as it is their fault (doesn't fit/don't like). If the problem is something like a defect or a mistake on your part, shipping should be free. The pro move would be to always include a pre-printed return label and let them return at your discounted shipping rate (take it out of the refund if it was for sizing issues, or just pay for it if it was your fault).
Of course, some companies have made a business around free returns (like zappos) but it is not necessary.
2. Timely returns should be processed as a refund in whatever payment was presented. It is a douche move to take my credit card and then only offer store credit back (and I might just call up Amex and tell them that I want to return it but you won't credit my card so I would like to do a chargeback). You can get away with doing store credit on sketchy returns (like 90 days later) but not if they get something in the mail, decide it doesn't fit, and mail it back the next day.
Restocking fees are the same way. Unless it is some custom ordered item or returned a long time later (a bathing suit ordered in june that they don't return until late september)...just refund the full amount.