Former_Member
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Refunds/Exhanges/Policies.What are your views on this?

Ladies and Gentlemen,

I have a very important question to make.
I want to know what your policies on returning/exchanging/refunding products are.
What works for you...?
I have had a "no refund, only exchange" policy in my shop since I opened. I have refunded ONCE because the customer wrote to me before shipping and told me that it was an anniversary gift to his wife and she said she didnt like it (geez....can you be any more honest?).
I feel like this can be slightly hurting my chances of making more sales.
Do you think that having a no refund policy can hurt a shop?
What are your views on this?

Any and all tips/constructive words and suggestions are much appreciated!
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Re: Refunds/Exhanges/Policies.What are your views on this?

Hi Andrea,
I think that having the chance of a refund will bring more customers to a shop.
Many people find it difficult to buy a product they can't feel or touch. Giving them the opportunity of a refund helps them to decide purchasing an item.
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Re: Refunds/Exhanges/Policies.What are your views on this?

I have complete refund with timely return and in good condition. I have accepted a few returns because of whimsy. But that is what I sell after all.
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Former_Member
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Re: Refunds/Exhanges/Policies.What are your views on this?

I also have a return/refund policy that I feel is very buyer friendly. As a shop, I feel that my job is not completed until my customer is happy.

As a buyer, honestly, I wouldn't shop with you if I couldn't return an item for a refund (custom items, special requests aside). When I buy something online, I am taking a chance that I will like something in person as much or more than I liked a picture.
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Former_Member
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Re: Refunds/Exhanges/Policies.What are your views on this?

UK online trading regulations stipulate that online sellers must offer a 7 day returns policy so as a UK seller this governs me - selling on Etsy doesn't 'let me off''. I wish I coud find something in Etsy regulations - but I can't at the moment, although I'm sure its there.

We can offer extra-friendly on top of this, so the comments from everyone about their experiences are valuable.

It does make me wonder if US online trading regs are different to UK, in which case refund/return requirements might be different for different sellers??? Is this something anyone has come across?
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Former_Member
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Re: Refunds/Exhanges/Policies.What are your views on this?

I have a hassle free return policy if they do not like it they ship it back at their cost and I refund them their money easy peasy as I know everyone will not be thrilled with it as I am and maybe because it is vintage I can in good faith relist it. So far up to date one return so doing something right in that aspect I guess.
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Re: Refunds/Exhanges/Policies.What are your views on this?

I've never had to deal with a return but my policy states:
Please contact me within 7 days of receiving your purchase if there's a problem so I can work with you to resolve the issue.

This leaves me open to deal with problems on an individual basis. Things happen and sellers need to be flexible when dealing with their customers.

Andrea Caroline from SweetCarolineCreatio says
I have refunded ONCE because the customer wrote to me before shipping and told me that it was an anniversary gift to his wife and she said she didnt like it (geez....can you be any more honest?).

Honesty in a marriage is a good thing. I'd rather my husband tell me he doesn't like something than have it sit unused. :)
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Re: Refunds/Exhanges/Policies.What are your views on this?

I think you should have a refund policy. Its a comfort to the customer. If you are proud of your product and stand behind it than this should be a non issue. Right in your policies that you will refund purchases once the product is returned to you in new condition using a trackable service (personalize/customized work would need a different policy).
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Former_Member
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Re: Refunds/Exhanges/Policies.What are your views on this?

Does anyone include items lost in the mail? I had a customer insist on a refund because her item was lost in the mail. It was a custom order that I had purchased supplies. Needless to say I was out money when I refunded. I've been thinking of changing my policies to include items lost in the mail. If someone is unhappy that is one thing and if they are willing to send the item back.
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Re: Refunds/Exhanges/Policies.What are your views on this?

depending on the items i have different policies. My vintage items are sold as "in condition" therefore I dont accept returns on them. if it is my supplies, you have 7 weeks to return the item, Unused for either exchange or a refund of the item price ( shipping is non-refundable) if it is any of my hand made jewelry. If you are unhappy with it, you have 30 days to return it for a refund of the price. if something breaks on it or you get it and it is to big or two small or something, let me know and Ill fix it for free. I do mention that, because it does happen, if after five business days of expected item and you haven't gotten it, please just sent me a convo to let me know and Ill either see what I can do, the end result being to either, refund their money or send them another item ( seeing I could of wrote the address down incorrectly)

I do have a disclaimer on my policies that I may take off about if something is damaged after I send it out that I am not responsible. I do package my items very well in bubble envelopes and bubble wrap to keep safe but mistakes do happen. so i am thinking about taking that off so that people know that if something got damaged they are going to get either refunded or a new item ( if i can give them a new item)

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Re: Refunds/Exhanges/Policies.What are your views on this?

@Julie... You are responsible for things lost in the mail regardless of what your policies say. Your customer would be protected by both Paypal and their credit card company. If you purchased something from a company and it was lost in the mail would you say "oh well... that's too bad"... no... you'd probably say "I either want my product or my money". You need to insure you packages... insurance is for sellers not buyers so that you will never be out money should a package get lost in the mail.
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Re: Refunds/Exhanges/Policies.What are your views on this?

I offer a full refund, including shipping, for any reason policy. I've had to do one refund and that was because of a quality issue that has since been fixed.

When I come across shops that don't offer refunds or say they aren't responsible for lost packages, etc. I do not purchase from them.
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Former_Member
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Re: Refunds/Exhanges/Policies.What are your views on this?

I wouldn;t buy from a shop that has no refunds; just because it looks great online doesn't mean it would look great in person. I would string a pretty card or something onto each item using an identifiable product (a specific colored bakers twine, or those plastic loops that retailers use) and state that returns are accepted within a short amount of time, and with the original packaging intact. This way somebody couldn;t wear your item for ane vent and then return it!

Check Uline:
http://www.uline.com/Product/Detail/S-14939R/Cable-Tie-Security-Identification/5-Deluxe-Green-Securi...
http://www.uline.com/BL_3201/Colored-Cable-Ties
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