topic Re: How Solid are Return Policies? in Selling

How Solid are Return Policies?

blokecaveaustralia — Tue, 14 Aug 2012 01:55:25 GMT

Hi all!

Have not posted on here for a while 🙂 So I will apologise if the general awnser to this is staring me back in the face!

I want to know how solid our own return policies that we state in our lisitings? I have been searching many various sellers return policies & disclaimers.

My return policy is very basic, I will happily accept returns and refunds as long as items are in the exact same condition sent. To me this means what it says, the item seal/packaging must not be broken or worn basically untouched? Obviously and by law I must refund all items that are faulty or defective, incorrect size and refund the postage also.

I also notice that quite a few clothing sellers have a disclaimer that says something like " Item colours/shades and look may alter slightly from image" - how solid is this if someone complains that based on their opinion is a slightly different shade ? Then demand a refund when they have not read terms and hold you against neg feedback?

Thanks everyone; any advice is good advice.
Any tips as to how to sharpen up returns policy that would be good.

Thanks

Ashley

Re: How Solid are Return Policies?

flashback_deals — Tue, 14 Aug 2012 07:01:28 GMT

As a business as well, i often wonder about the sellers saying they arent responisble for items after they are posted if the buyer chooses not to use Registered Post if its offered

What if a buyer chooses normal post and doesnt receive the item, I would think by law if they bought from a business, they would have a refund claim as item never arrived, but then if they chose not to use Registered Post, do they lose their refund right? But then it also opens up a negative for the seller for non-arrival of goods

Can someone clarify this who know what the seller and buyers rights are in this situation as I cannot seem to find out

Re: How Solid are Return Policies?

blokecaveaustralia — Tue, 14 Aug 2012 07:52:55 GMT

My take on that would be despite the business is not in control during postage, it is still their responsibility to ensure the customer receives the item purchased. Thus, providing a refund or replacement and claiming comp from AusPost.

I spoke with someone from AusPost yesterday and he explained that even a regular pre-paid 500g satchel has a comp up to $50.00 if items get lost.

Re: How Solid are Return Policies?

digital*ghost — Tue, 14 Aug 2012 08:18:48 GMT

As you probably know, consumers have a right to a refund if the goods are faulty, not fit for purpose or doesn't meet the description.

Legally, a buyer does not have a right to a refund for change of mind when it comes to clothing, but I'm not 100% sure on colour differences. Realistically, I believe if the buyer orders for example a black dress and receives a white dress, they have a right to refund/return, but if they believe the cream dress they ordered and received is more yellow, I'm about 75% sure that's a matter of subjective opinion and there is no legal right to refund/return.

That being said, if a seller accepts change of mind returns, the reason for the change of mind is pretty much irrelevant, the only thing that needs clarification is what conditions need to be met, such as those you've listed here re: item and packaging condition.

In Australia, the burden of risk for online purchases is legally the buyer's (that is, risk of non-receipt). If registered is offered as an option and not selected, the buyer is officially and legally accepting the burden of that risk. PayPal and their policies removed from the equation, a seller has no (legal) obligation to refund or replace a lost parcel if they offer registered and the buyer chooses standard instead. That's why, in a PayPal dispute in Oz, a seller only need provide proof of shipping, not proof of delivery.

PayPal and their policies removed from the equation, if a buyer were to take a merchant to court for non-receipt, the seller would still have to prove that the item was shipped, but that proof can be provided in many ways other than what PayPal will accept.

Re: How Solid are Return Policies?

***super_nova*** — Wed, 15 Aug 2012 03:24:02 GMT

I spoke with someone from AusPost yesterday and he explained that even a regular pre-paid 500g satchel has a comp up to $50.00 if items get lost.

That is interesting, because AP is trying to tell us they no longer compensate, not even for parcels with tracking .

Re: How Solid are Return Policies?

blokecaveaustralia — Wed, 15 Aug 2012 12:33:04 GMT

Oh right, I'd better clarify this with something in writing. Thanks!

That is interesting, because AP is trying to tell us they no longer compensate, not even for parcels with tracking .

Re: How Solid are Return Policies?

tall_bearded — Wed, 15 Aug 2012 20:47:20 GMT

There appears to have been no change to Aust Posts discretionary claims policy for items sent regular post. What appears to have changed is how these claims are determined.

In the past when an item went missing, Aust post accepted that there were multiple reasons why this happened, including, theft by Aust Post staff or contractors, lost somewhere is the postal system, though correctly addressed delivered to the wrong address etc. However though they accepted it may have gone missing on account of something that went wrong at their end, they also suspected that the vast majority of items actually went missing after they had been delivered, but as they didn’t have the actual data in support, they simply paid up.

The same doesn’t apply now. Today as all parcels and packs have an individual bar code, all can be recorded when they enter and leave the system. Therefore what happens now is, when the claim is made, the postage and tracking details are checked against data held by Aust Post, and if the data shows the item has being delivered then, though the possibility of contractor error remains a possibility, unless the buyer has proof to the contrary, Aust Post will determine the most likely reason it went missing is because it was stolen after it was safe dropped.

That is, if my understanding of the rationale behind the decision to moderate the policy is correct, Aust Post will still compensate for lost items sent regular post, but to receive that compensation they now require proof that the item was lost on account of Aust Post or Contractor negligence and not simply because someone decided to avail themselves of a five finger discount after it had been safe dropped, and as long as the buyer has taken the necessary precautions, that may be a lot simpler than one thinks.

For instance all my purchases are sent to a PO Box. Therefore the item must either be placed in that box and only that box, or if it too big, carded to that box and no other box. Now as I have the only key and as Aust Post if responsible for the security of the box and its contents, if I say the item is not in that box nore has it been carded to that box, this is the required proof that it was never delivered to the correct address.

If you don’t want the inconvenience of a PO Box (it can be a pain in the backside having to go daily to the PO to collect your mail) you can have a Safe Drop Box installed. That is install something or provide someplace on the property where safe dropped items can be secured if you are not home. Now, if you have such a facility and Aust post say it was delivered, the fact you provided a secure site for delivery and the fact it wasn’t in that secure facility proves it was either delivered to the wrong address, or if delivered to the correct address, proves it was not placed into the facility provided for its safekeeping, and this would normally be sufficient to prove the loss was on account of contractor negligence.

However, if the buyer wants to take the cheaper option, have items sent regular post but not pay for PO Box or Safe Drop Box, they must accept the risks and the consequences inherent with that decision.

Re: How Solid are Return Policies?

australiapoststore — Fri, 17 Aug 2012 05:06:44 GMT

I spoke with someone from AusPost yesterday and he explained that even a regular pre-paid 500g satchel has a comp up to $50.00 if items get lost.

Hi Bloke Cave,

Do you remember who told you this? Because it is wrong; the only compensation available for lost ordinary articles (including parcels, Parcel Post Satchels, Parcel Post Plus Satchels and Click and Send Tracking only Satchels) is a refund of postage costs only.

Express Post Satchels are covered for up to $50 plus postage, and Express Post Platinum, Registered Post and Click and Send Signature on Delivery are covered for up to $100 plus postage.

Of course with those last ones you can also add extra cover up to $5000 if it is a valuable article.

Alice

Re: How Solid are Return Policies?

the-kazbar — Fri, 17 Aug 2012 05:39:09 GMT

Australia Posts own publications contradict that statement, sorry Alice. (bolding is mine)

http://auspost.com.au/media/documents/general-post-guide.pdf

G6.1.1 – Australia Post’s discretion

At its discretion, Australia Post may pay compensation for the loss of an article if the claimant can provide proof of posting.

At its discretion, Australia Post may pay compensation for damage to an article if it has adequate packaging.

G6.5.1 – Limits of cover

The table shows the limits of cover as prescribed by the Australia Post

Terms and Conditions: Type of article Limit of cover

Letter Post or Parcel Post article without Extra Cover $50

Registered Post article without Extra Cover $100

Cash-on-Delivery Parcel without Extra Cover $100

Letter Post or Parcel Post article with Extra Cover $5000

G6.5.5 – Refund of postage

The table shows the postage refund that Australia Post pays under an approved compensation or Extra Cover claim.

Type of article Postage refund payable

Unregistered Letter Post or Parcel Post article The postage paid

Registered Letter Post or Parcel Post article with Extra Cover The postage paid excluding the registration fee and any additional Extra Cover fee

Postage prepaid Registered Post envelope The price paid for the envelope

Other Registered Post article without Extra Cover The postage paid excluding the registration fee

Cash-on-Delivery (COD) Parcel without Extra Cover The postage paid excluding COD delivery fees

Re: How Solid are Return Policies?

davewil1964 — Fri, 17 Aug 2012 09:31:21 GMT

Unless things have changed recently, Alice, insurance is not available for Click & Send.

At least that's what C&S told me.

Re: How Solid are Return Policies?

thecatspjs — Fri, 17 Aug 2012 09:47:32 GMT

Additional extra cover insurance can be purchased for parcel post click and send, however not for ebay click and send satchels.

Re: How Solid are Return Policies?

thecatspjs — Fri, 17 Aug 2012 10:00:48 GMT

G6.1.1 – Australia Post’s discretion

At its discretion, Australia Post may pay compensation for the loss of an article if the claimant can provide proof of posting.

At its discretion, Australia Post may pay compensation for damage to an article if it has adequate packaging.

The key words are discretion and may.

The current practices of Aust Post as Alice outlined, is consistent with my own experiences re some missing parcels and it was confirmed by a range of different Aust Post staff that I spoke to regarding these, Aust Post is not currently using its discretionary power to pay compensation for the contents of regular parcels with tracking (including ebay satchels).

Re: How Solid are Return Policies?

phorum_junkie* — Fri, 17 Aug 2012 13:52:55 GMT

Alice I beg to differ slightly. Although AP has no obligation to refund other than for the cost of postage they have always compensated on a discretionary basis. Before the advent of click and send I never had a claim for a lost, regular parcel turned down as long as I had a postcode receipt. I can understand why AP are now declining to compensate for regular post and express items but am sure that they will treat click & send parcels the same discretion and will pay out where they cannot find the parcel.

All that however has nothing to do with return policies.

As a buyer I would never rely on a seller's return policy, I would rely on Paypal.

As a seller I offer a refund of item price only for change of mind and a full refund including return postage (if I want it back) for faulty or not as described.

With the question of colour I do not accept that a slight difference of shade or the darkness/lightness of an item is significantly not as described. If I say it is green and it is actually brown however then I would of course refund before going to get my eyes tested. 😉

Please note I did not mention cerise ]:)

Re: How Solid are Return Policies?

davewil1964 — Sat, 18 Aug 2012 06:02:51 GMT

Teal? Did i see teal in there?

Re: How Solid are Return Policies?

phorum_junkie* — Sat, 18 Aug 2012 13:47:06 GMT

Teal? Did i see teal in there?

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