If the product is faulty, should the customer or the merchant pay for return shipping?
Asked 7 years ago
Ido Talmor
Tuesday, January 29, 2019
IMHO if the product you’ve sent is damaged or faulty, that’s your responsibility, and you should pay for the return shipping. There’s another approach that says that if you pay for return shipping, you encourage customers to make fake complaints and you’ll end up losing money unnecessarily. If you take this approach, you can promise customers to reimburse return shipping if the product turns out to really be faulty, or you can ask them for a photo of the defective product and decide if you pay for return shipping or not. Some of the big brands wouldn’t pay for the return shipping even if the product were faulty. But that’s a fast way to lose customers. Guaranteed. Maybe they can afford it because they’re big. You definitely shouldn’t do it. If the customer simply doesn’t like the product, and your policy allows returns, they should pay for return shipping.
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