ONLINE TRANSACTION- No Return, No Exchange Policy.
All online purchase will always be subject with buyers complain against the flow of the transaction and unhappy with the item purchased. Remember with online transactions item bought was not inspected personally so you will always have that chance you will encounter buyer who will not have the right expectations about you, about your business, about your products.
The completion of all online transaction with tangible items is not when you dispatch the item to the courier off to the buyer. The final completion of each transaction is when you know the buyer is happy with the whole transaction when item is received.
All online purchase will always be subject with buyers complain against the flow of the transaction and unhappy with the item purchased. Remember with online transactions item bought was not inspected personally so you will always have that chance you will encounter buyer who will not have the right expectations about you, about your business, about your products.
The completion of all online transaction with tangible items is not when you dispatch the item to the courier off to the buyer. The final completion of each transaction is when you know the buyer is happy with the whole transaction when item is received.
REFUND
Discretion of a seller to execute return of payment to a complaining buyer.
Discretion of a seller to execute return of payment to a complaining buyer.
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Reasons that merit a refund:
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Refund is normally with a condition the buyer needs to return the item in question.
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REBATE
Discretion of a seller to execute partial return of payment to a complaining buyer. Reasons that merit a rebate:
Rebate is to resolve complain under the condition the item will be kept by the buyer with a certain amount as pay back against original payments. |
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STORE CREDIT
Discretion of a seller to refund or rebate to a complaining buyer in a form of store merchandise credit.
Is using seller’s own stock merchandise to refund or rebate as answer to any buyer’s issue or complain following transaction conditions. Online Store Credits can be in the form of the following: |
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- 1) Any existing merchandise display on your website ready for check out equivalent to the refund or rebate agreed.
- 2) Selective / old stock merchandise display ready for check out or on archives items equivalent to the refund or rebate agreed.
- 3) Store Credit on shipping/ delivery cost - normally given to a complaining buyer applicable to her/his next purchase on your e-commerce site.
REFUND, REBATE, STORE CREDIT
These are set remedial action of a seller normally base on discretion following a certain transaction conditions to determine any shortcoming of the seller that would merit a possible refund, rebate or store credit.
It is business client and transaction management following payment policy that should be part of any responsible store owner as ecommerce business policy.
Do not be afraid to loss some money to accommodate buyer’s transaction complains by refunding, giving rebates or giving store credits.
Unsatisfied client will always say something about their buying online experience, what rant or ill feelings they will say against their transaction with you is equal to a hundred possible people influenced through time to distrust or be cautioned buying from your store.
INTERNATIONAL BUYERS-
It is important you avoid refund issues with international buyers. The amount of losses is double the amount of the actual amount paid because of the cost of shipping and return postage you and your buyer will shoulder.
These are set remedial action of a seller normally base on discretion following a certain transaction conditions to determine any shortcoming of the seller that would merit a possible refund, rebate or store credit.
It is business client and transaction management following payment policy that should be part of any responsible store owner as ecommerce business policy.
Do not be afraid to loss some money to accommodate buyer’s transaction complains by refunding, giving rebates or giving store credits.
Unsatisfied client will always say something about their buying online experience, what rant or ill feelings they will say against their transaction with you is equal to a hundred possible people influenced through time to distrust or be cautioned buying from your store.
INTERNATIONAL BUYERS-
It is important you avoid refund issues with international buyers. The amount of losses is double the amount of the actual amount paid because of the cost of shipping and return postage you and your buyer will shoulder.
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HOW TO AVOID REFUND, REBATE or STORE CREDIT?
You can’t! The more you trade online the higher the chances you will have online buyers that have their own whatever reasons deem fit to be dissatisfied towards any transaction with you. You can not avoid this, but you can control the effects of this on your online business. |
TRY PREVENTIVE MEASURES:
1. Anticipate – 1% to 3% of transaction losses due to refund, rebate, store credit is a tolerable percentage proportion to sales. Anything more 1% to 3% losses due to complain management is a sign to re-evaluates quality of the products, operation routine, over all store or business policies.
Also anything more 1% to 3% losses to due buyer’s complain should be a compelling reason to check website layout, examine content, evaluate affectivity of existing graphics and illustrations, if none then perhaps consider adding visual representation that will help explain store policy, product descriptions, or buying procedures.
E-commerce business with staff assist-
Anything more 1% to 3% losses due to complain management is the right time to consider re-evaluating staff performance, adding help/staff assist or trimming number of staff is also an option at this time.
2. Product description should always be quantitative written in bullet form easily found with in the description page for every item.
2-a) Details of materials, size, weight, measurements, maker, brand are quantitative descriptions that will help you reason with buyers complain and manage claims.
2-b) Graphic illustrations to validate qualitative descriptions giving prospective to size, weight and other measurements are always helpful to create the right expectations when item is receive by the buyer.
3. TAXES and DUTIES for retail items bought online.
Sometimes the reason why an item is return to the seller is because the buyer is not willing to pay unexpected imposed duties and taxes, in-turn the transaction results to unclaimed parcel and buyer ask for a REFUND from the seller.
TAKE NOTE:
Abandon parcels will be send back to the sender, courier and postal services call this parcel RTS or "Return to Sender".
RTS parcel are sometimes return to the sender with payable as penalties to be shouldered by the sender. If you will not claim the RTS and/or will
not pay this penalties, the parcel will be cease and destroy.
The additional payable for the buyer on top of the net price paid for the item, duties and taxes due to government governing the borders, port of entry for product passing through, by law is an imposition to the buyer NOT TO THE SELLER.
To avoid BUYER REFUND due to RTS "return to sender" you need to put a disclaimer for international duties and taxes as a possibility the buyer should anticipate imposed by the custom agency of their country. You have to give emphasis, specifics with this seller policy, it should be bold and easily readable on your website.
It is also good if you know which country is imposing duties to your product. Different countries has different rules for imposed duties on retail and bulk import. If you know applicable duties, or custom rules for your items per specific countries you can easily give a heads-up to your buyer with an estimate
the buyer may pay to claim his/her item bought from you passing through customs.
ALSO NOTE -- retail items bought online is normally excepted from duties and taxes, but it is also true it is all depended per country.
Country you should watch out for possible custom issues:
1) CANADA
2) AUSTRALIA
3) CHINA
4) JAPAN
5) ITALY
6) RUSSIA
8) KUWAIT
9) Other Middle Eastern Countries.
Graphic illustrations:
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2-c Comparative grid for size, weight and other measurements compared to other country’s mode of measurements.
2-d Colors can’t be quantified and is always a source of flimsy reason use by buyers to return items.
Example:
Although not a guarantee to be immune with buyers complain it is still best to put a disclaimer as part of product description for product stock or actual photo. This is very important with clothing, shoes, accessories, bags and other fashion items,
Example:
- It is not that red. I need very bright red.
- I thought it is something maroon, looks like brown to me.
- It looks like a pale red, I need it pink.
- etc..,
Although not a guarantee to be immune with buyers complain it is still best to put a disclaimer as part of product description for product stock or actual photo. This is very important with clothing, shoes, accessories, bags and other fashion items,
Color Disclaimer:
"Color description of the item is base on our color definition using the closest color shade assessment upon personal inspection.
Every monitor sees and produces color 5% to 10 % darker or brighter depending on the color produce by your personal computers. Please allow 5% to 10 % calibration dark or bright before purchasing the item. Thank you."
1) Unhappy clients can become best marketing testimonial for your website. To refund, to give rebate or store credits to a complaining buyer can be considered as marketing opportunity rather than unfortunate incident that will cost you losses.
2) Under-promising and over delivering is always Eireen Diokno Bernardo’ personal business motto. You can do this if you have product mastery or skills expertise. It is always a good practice to aim significant numbers of happy clients by providing more in what they have bargained for. It is good marketing, it prevent issues and it saves you time.
"Color description of the item is base on our color definition using the closest color shade assessment upon personal inspection.
Every monitor sees and produces color 5% to 10 % darker or brighter depending on the color produce by your personal computers. Please allow 5% to 10 % calibration dark or bright before purchasing the item. Thank you."
1) Unhappy clients can become best marketing testimonial for your website. To refund, to give rebate or store credits to a complaining buyer can be considered as marketing opportunity rather than unfortunate incident that will cost you losses.
2) Under-promising and over delivering is always Eireen Diokno Bernardo’ personal business motto. You can do this if you have product mastery or skills expertise. It is always a good practice to aim significant numbers of happy clients by providing more in what they have bargained for. It is good marketing, it prevent issues and it saves you time.
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THE TRUTH ABOUT - No Return, No Exchange Policy.
This is true with DTI under the following condition- Consumers are entitled to either an exchange or refund, as long as there is a DEFECT IN THE QUALITY goods or IMPERPECTION in the SERVICE. This is applicable online and offline with DTI , with or without DTI registration for all online merchants. Duration applicable with DTI is at least 60 days warranty period for all product sold. For online transaction 60 days is true especially if the item was bought via credit card or through paypal with credit card funds. But again this is in consideration with “DEFECTIVE ITEMS” and NOT WITH REASONS SUCH AS:
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NOTE for online purchases – 60 days buyer complain for item that does not fit, wrong size, wrong measurements, wrong color does not apply if your description is specific of all quantitative details/ measurements.
Please refer to “TRY PREVENTIVE MEASURES" #2 from 2-a to 2-d.
(Under this condition for online merchant, store credit is the best solution following 3 to 7 days provisions from the time item is received by the buyer).
Please refer to “TRY PREVENTIVE MEASURES" #2 from 2-a to 2-d.
(Under this condition for online merchant, store credit is the best solution following 3 to 7 days provisions from the time item is received by the buyer).
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Sample Content of Return Policy: We do not allow return for flimsy reasons such us: 1) Sorry I do not like the item. 2) Sorry I found something much cheaper. 3) Sorry my mother got sick we need the money I use to pay for this item. 4) Sorry I need this item yesterday, it came in today. I do not need it anymore. 5) Other reasons out of our control. |
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Applicable with shoe/cloths/ accessories/ other fashion items-
Applicable with electronics, wireless gadgets, battery operated toys, all type of equipment-
Applicable with food, beauty products or perishable items-
NOTE- Add this part as detail provision for the exception for returns in every category.
No Return, No Exchange Policy is applicable under the following condition.
- Yet we will only allow items to be returned if there is any error in the delivery of designs, colors, measurements and sizes.
Applicable with electronics, wireless gadgets, battery operated toys, all type of equipment-
- Yet we will only allow items to be returned if there is any error in the delivery of brand, make, style, voltage, color, casing or if the item has factory defect, or if item is received broken or has chips.
- Factory defect would be defined as not functioning or malfunction based on written specification of its mechanism and functionality.
- Item receive broken or chip should be with courier/postman certified verification item was received with damages. Therefore it is important item/s is open and inspected in front of a courier/delivery personale, inspect immediately for any physical damages present on the item.
Applicable with food, beauty products or perishable items-
- Sorry if we can’t not allow any return provision with this item under any circumstances. But in any event we are at fault in the delivery of the brand, flavour, variety, quantity of content, broken or damage containers; we will immediately send you a replacement or award you a full refund.
- In order to facilitate the replacement or expedite full refund to correction the faulty delivery please take a picture of the item in error and send us a jpeg copy for validation of our errors.
NOTE- Add this part as detail provision for the exception for returns in every category.
- Buyers should notify us of the possible return with in 48 hours from the date received. A correction of the delivery will be dispatched upon receipt of the returned item. The return is only allowable within 7 days for local buyers and 30 days for international purchases from the date it is accepted by the recipient. The item/s should be returned in the same condition and the same packing as it left us. Otherwise after inspection and the item/s are found mishandled, we will not be able to make a replacement for the returned item/s.
- Return of the items is not the buyer's burden if the item/s are returned within the our provisions and only for reasons stated above.
- If correction of the erroneous delivery is not possible, a full refund plus return postage will be issued to the buyer.
No Return, No Exchange Policy is applicable under the following condition.
- 1) Buyer change his/her mind about the purchased. The "I am sorry I do not like it anymore".
- 2) Due to mishandling on the part of the buyer. They were the one who broke it. You will know that they did by asking WHAT HAPPEN after you receive the item. You need to prove well and via email.
- 3) After 60 days from the time item was purchased. Even if it is defective or error delivery, it is what DTI prescribe and a lot of merchant companies like Visa, MAster Card, and even with Paypal which is 45 days only
- 4) On sale items are has a “non-refundable tag" with full disclosure of defeats in the form of tags or notices.
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HOW TO AVOID BUYER’S DEMAND FOR DIGITAL PRODUCTS REFUND?
You can’t! Like what I have said earlier, you can only manage it or try to develop preventive measure by creating a well plan website and over promise digital content. What can you do? Refund, Rebate or give store credit. If there is such a complaint like this you can act on it personally turn it into a situation that would be of an advantage to you.
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Normally if you will not settle buyer demand for refund, the buyer will directly file a dispute with the merchant account she/he use to pay you for the purchase digital products. When a dispute is filed by the buyer form the 3rd party merchant, the whole amount will be hold from your account and the 3rd party merchant will eventually refund in-favour of your buyer. So you end up with the buyer that will never come back to your store and a possible negative balance with your merchant account.
TRY PREVENTIVE MEASURES:
1) Digital Products coming from resale rights – for 3rd party account merchant, any dispute for refund is an automatic payback in-favour of your buyer. Merchant Account sees this as “seller has nothing to loss with the transaction”. Merchant accounts like Paypal, Visa, MasterCard’s, Dinners, American Express among others for digital store check out, in principle see digital products as intellectual property that will only have value if it is appreciated by buyer. To give time to investigate and mediate a dispute and refund claim for such is expensive on time and resources for them, so it is really an automatic refund if they will be ask to resolve it.
2) Digital downloadable products personally authored- normally valued expensive by the merchant because it is unique and one of a kind, plus the sentimental hard effort that goes with it. If a refund is claim by a buyer it would be a painful blow to the ego and will tend to make the author defensive against refund. Also if a substantial amount is being asked back, it would result to a cash flow disrupt. If you will be confronted by such situation, then just volunteer a schedule or refund, or negotiate for rebate of store credit.
It is also best just to prevent large refund is being demanded. To do that segment products personally authored into chapters, or into units, or modules. So in the event there will be a buyer not satisfied on the purchase he would be asking back just a segment of a possible expensive personally authored products.
3) Anticipate – 1% to 3% of transaction losses due to refund, rebate, store credit is a tolerable percentage proportion to sales. Anything more than then apply the earlier recommendation for re-evaluate, review, add, trim product quality, website layout and operational business flow.
TRY PREVENTIVE MEASURES:
1) Digital Products coming from resale rights – for 3rd party account merchant, any dispute for refund is an automatic payback in-favour of your buyer. Merchant Account sees this as “seller has nothing to loss with the transaction”. Merchant accounts like Paypal, Visa, MasterCard’s, Dinners, American Express among others for digital store check out, in principle see digital products as intellectual property that will only have value if it is appreciated by buyer. To give time to investigate and mediate a dispute and refund claim for such is expensive on time and resources for them, so it is really an automatic refund if they will be ask to resolve it.
2) Digital downloadable products personally authored- normally valued expensive by the merchant because it is unique and one of a kind, plus the sentimental hard effort that goes with it. If a refund is claim by a buyer it would be a painful blow to the ego and will tend to make the author defensive against refund. Also if a substantial amount is being asked back, it would result to a cash flow disrupt. If you will be confronted by such situation, then just volunteer a schedule or refund, or negotiate for rebate of store credit.
It is also best just to prevent large refund is being demanded. To do that segment products personally authored into chapters, or into units, or modules. So in the event there will be a buyer not satisfied on the purchase he would be asking back just a segment of a possible expensive personally authored products.
3) Anticipate – 1% to 3% of transaction losses due to refund, rebate, store credit is a tolerable percentage proportion to sales. Anything more than then apply the earlier recommendation for re-evaluate, review, add, trim product quality, website layout and operational business flow.
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