Query on paying return postage
Good morning,
We’ve accepted a return request and will of course refund the customer in full when the items are returned but I was just wondering if someone was able to offer some advice on who pays for return postage in the following situation.
One of our products is a set of two gin glasses. A customer orders two sets (i.e. four glasses) in one order. Each set of two is a separate item and we treat it as such by posting each set in a separate parcel, so two parcels are sent. This is mainly because we don’t have the right size packaging available to combine all four glasses because we rarely sell two sets of two glasses to the same person. The customer will be returning both sets in the two boxes that they arrived in, so two return postage costs to consider. Customer opens only one of the boxes, checks one glass only and complains that there is a line going down both sides of the stem and are therefore inferior quality. This just happens to be the design of the glass although there is no mention of these lines in the product description nor in product photos. Could this therefore be treated as a change of mind return as the glasses aren’t broken or faulty, she just didn’t like the design?
An added complication thrown in. If the above complaint does hold up as a change of mind return, she has also complained that the single glass she inspected does not have a flat base and wobbles when placed on a table. We check the glasses before they are sent and did not find this problem but of course it’s possible we’ve missed this. We therefore want to inspect it upon return and if we agree with her, we will of course pay the return postage for this particular set of two glasses. However, do we also need to pay the return postage on the other set coming back in a different parcel, as she has not inspected the glasses so has not complained that these are faulty? Her only complaint on this set are the lines on the stem I mentioned earlier, which are supposed to be there. If we were selling a set of four glasses and one turns out to be faulty, then we would pay return postage for all glasses being returned as the set is ruined but as far as we’re aware here, only one set of two is possibly faulty.
Any advice will be greatly appreciated.
53 replies
Seller_qZO3ZCjoBXEeL
Personally I would say that the product is not as described. If your photography does not accurately reflect all aspects of the glass design and what the customer will receive then I think you will face more returns of this type.
If I were judging it I would say that you are responsible for the return costs of the order and any outbound shipping paid in addition to the product cost.
Seller_EJIX7rqDNQJi2
I am sorry to hear that you are having a difficulty handling your return request.
In this case, it appears to be a discretionary return, if the lines and “faults” mentioned are a part of the product. You as the seller are not required to comply with the return reason selected by the buyer and will be able to inspect the merchandise and determine if there was any fault on your side following the receipt of the goods.
However, prior to having the items returned, you could cover the return postage. This can be deducted out of the refund later.
Seller_GGByEa9ThBuw8
I’ve since resolved this with the customer and in the interests of providing a better buying experience, I have agreed to pay the return postage on both sets of glasses. The set which featured a faulty glass I was going to pay return postage anyway but the one without any faults other than the lines in the stem which are part of the glass, I’ve agreed to pay return postage too. The customer is happy.
I’m trying to learn the lessons from this so what I’d really like to know is:
a) The customer mentioned that because 1 of the glasses was faulty, the set of 4 was no good so the whole set is faulty and therefore I should be liable to pay return postage on all 4. True, if I had sold a set of 4 glasses. However, I did not sell a set of 4 glasses. I sold 2 sets of 2 glasses. Therefore, in this case even though the 2 sets came through on the same order, if only one set of two is damaged, can I treat them as separate transactions in determining who pays return postage?
b) The customer said she was going to return both parcels by Royal Mail Special Delivery at my expense. That would have been very expensive. I had sent them to her originally by Royal Mail 48 so I asked her to send them back by Royal Mail 2nd Class, which is the equivalent available to her. Luckily she agreed. If she hadn’t or she had gone ahead with sending them back by her method without my prior consent, could I only reimburse her the costs of what I would deem to be reasonable return postage costs (i.e. 2nd class)?
Seller_GGByEa9ThBuw8
So my understanding here is that I could have potentially refused to pay the return postage on one of the two sets as the customer had not inspected them and her only gripe as far as I was aware, were the lines in the stem which actually appear in the product photos.
Seller_SGZamUcYqMQRE
Your galsses are not Blown (hand made) but moulded hence the line. Cheap looking too. Just accept the return and move on.
Seller_bhSWqoVh7Pn98
Personally I think the listing is poor, but they are cheap items, and lots of glassware is moulded and has lines on them. If I paid £100 then no, but £14 including VAT, and inclusive shipping, then, do not expect as much.
If wobbly, then no, but the manufacturing process line I’d expect to put up with.
You can add a LEGAL DISCLAIMER on the listing, personally I’d add that for this and similar items.
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I’m unsure why you asked everyone though, then decided anyway.
I’d have asked that both packages be put together (I’d also have sent that way) and if the 1 glass was faulty, you would pay for a basic return. If they returned as 2 separate packages then pay for the 1 that is faulty and not the other. If the glass was not wobbly, then they pay as unwanted items (note in advance so they know in case they are telling untruths).
