Serial Returner
Hi all,
How do you handle a serial returner? A lady ordered some clothing from us, it was too big so she wanted to go down two sizes. I sent her out the same item two sizes down. She then returned this as it was too small and wanted to go the next size up so I sent her this out. Shes now returned this saying she doesn’t like the colour and wants a different one. The item is only £11.99 and I’m already negative equity due to postage, can I just refund her now?
Just looked through her order history with us and she did it earlier in the year too, 4 returns on a £15 item
8 replies
Seller_mBENc0rmDmw5W
This has been highlighted in the media - people love buying clothes online because they can do this - free returns etc.
Mind you the pattern is usually buying several items and returning what they don’t like.
I would be inclined to refund now 
Seller_qZO3ZCjoBXEeL
I would always refund and ask to reorder from the 1st return.
Seller_oGFKRixtdkjxL
Accept the return, because you have to, unfortunately it’s policy.
In the background register a case with SS citing misuse of the returns policy and ask that her account is reviewed for a high level of returns. Amazon have suspended and removed some buyers for serial returns, there’s guesswork involved, but they seem to be regarded as unprofitable customers when returns are at 10% (when purchased directly from Amazon).
You could also advise the customer that you can no longer process orders from them, but this runs the risk of a negative FB comment, or you can simply cancel any future order from them (after 90days post this order) and then let them know why.
Seller_Zl4t3wrkSGi8T
Thanks all, I refunded without waiting for a response to be honest. Not jumping through hoops, I’ll advise her to re-order, thanks again!
