|
by
Nancy L. Hix
Most
business-to-consumer auction sites accept returns only on
defective merchandise or products damaged in shipment. A few of
them offer a no-fault return policy. It's important to check the
site's return policy, if one is listed, before placing a bid.
At person-to-person
auctions sites, such as eBay or Gold's Auction, sellers who
offer a policy for returns attract bids by putting potential
buyers at ease. It's an implied guarantee of customer
satisfaction, and a panacea for those still leery of buying
merchandise through online auction venues. Many auction sellers
refer potential buyers to their personal page, such as an AboutMe
page on eBay, for information about how they handle requests
for refunds or exchanges. Other sellers include this information
in an auction's description.
From a buyer's
perspective, how a seller handles returns often can help
determine whether a bid will be placed.
Standard
Return Policy
A seller's return policy should get right to the point: "I
accept returns if you notify me within three days after
receiving the item. I will issue refunds within 30 days, and
only after I've inspected the returned merchandise."
Be sure the policy is
clear and understandable. If you refer buyers to an information
page, be sure it's a direct link. Don't make your customers hunt
around. Be aware that buyers may have more confidence in a
return policy stated right in the auction description, since
they know you usually can't change it once an auction closes.
Seller's
Position
It's probably the last thing you want to think about when you
list an auction, but a stated return policy offers a few key
benefits, including:
-
Bidder confidence
-
Implied customer satisfaction
-
Protection against unreasonable
requests from the buyer
-
Up-front statement of policy if a
complaint is filed against you
Don't panic when an
email arrives with "Need to return item" in the
subject line. Not all returns are necessarily a bad
experience. Occasionally, a buyer will return an item and
request one of higher quality for an additional cost. Any
online transaction that remains pleasant could lead to more
business. However, don't let your caution down when agreeing
to reverse the transaction.
It's wise not to
issue a refund until you've checked the item. Unless you
know the buyer, never send a refund without the returned
item in hand and verified. A seller should clearly reserve
the right to take a specified amount of time--normally three
days--to inspect the item before agreeing to proceed with a
refund.
Seller's
Responsibility
You need to settle a few things with your customer before he
or she ships the item back. First, determine whether the buyer
wants a refund or a replacement. If it's a handmade item,
agree in advance whether you'll accept the return, and specify
whether you'll repair it or replace it. Above all, insist that
the item reaches you in the same condition as it was sent,
with the original packaging.
When you receive the
returned package from the buyer, unpack it promptly. Examine
the item to be sure it's the one you sent out. (Be mindful of
the buy and switch
routine.) If the situation merits a refund, send the funds
within the period specified in your return policy.
If you're selling
sealed products not visible through their original packaging,
such as new electronic equipment or cosmetics, you almost have
to take the buyer's word for it if the product was damaged or
incomplete when it arrived. Denying a return may cost you
future business, result in complaints about you to the site,
or earn you negative feedback.
Buyer's
Responsibility
Unpack and inspect all shipments as soon as possible. Notify the
seller right away--within three days at the most--if you wish to
return the item, and state why. Be sure to review the seller's
return policy and comply with it. It's not right to return an
item simply because you changed your mind about buying it.
Request a return only if the item isn't what the auction
description represented, or if it isn't in the expected
condition. Decide whether you want a refund or an exchange, or
if you wish to return the item for a better-quality one at an
additional cost.
Once the seller agrees
to accept the return, pack the item as carefully as if you were
sending it to a customer. After all, you plan to receive money
in return, so be sure it reaches its destination intact. Don't
expect immediate recognition, especially if you're dealing with
a high-volume seller. Include with the item all of the
information about the transaction: the auction number, the item,
the amount of the sale, and your name and address. This helps
speed up the return process.
Who
Pays Postage?
That depends on who made the error. If the seller graciously
agrees to accept the return of an item accurately described in
the auction description, then the buyer should pay all shipping
costs involved with the return. If the auction description
wasn't accurate or the item is incomplete or not working, then
the seller should pay the postage.
Whoever ships the
package is responsible for its safe arrival. Note that the post
office can take 30 days or longer to reimburse for a lost
shipment or to resolve an insurance claim. Some sellers prefer
to refund a buyer's money out of their own pocket and settle
with the post office in due time. This is a good-faith
measure--certainly not an obligation.
What
About Feedback?
As with any situation, posting or denying user feedback is a
personal choice at most online auction sites. If the return is
handled amicably and all parties are satisfied with the outcome,
they can exchange positive feedback and move on. It's a lot
better to reverse the transaction in an agreeable way than to
have both parties leaving each other damaging reports.
While sellers must
protect themselves against unsavory tactics, buyers should
always read auction descriptions carefully. Contact the seller
with questions about the item or about his or her operating
practices before you consider bidding. If you don't get the
information you need, pass on that auction. A similar item is
bound come up again, hopefully in an auction run by a seller
with clear policies.
Back to Auction tips &
tactics
|
