Dealing with Claims | Return Requests

If you're trading as a Business Seller and you offer a returns policy your customer may be entitled to return an order for any reason, even if they've changed their mind. Distance Selling Regulations (DSR) stipulate that any Business Seller must offer a mandatory (at a minimum) 14 Day Returns Policy (although, some marketplaces may require extensions beyond this to as much as 30 days). The customer is therefore entitled to return an order (at their own expense) for any reason.

Private Sellers are exempt from DSR and do not have to offer a returns policy. Please however bear in mind that if any order-item is faulty, or there's a problem with the order in anyway, most marketplaces will require you to accept a return even if you don't offer a returns policy.

First of all, you need to determine the method of contact. Ask yourself, how has the customer informed me of this problem? Once you know this, you act accordingly by following the procedures outlined below.

Depending on the reason for your customers return, it may be considered as a complaint. In this case, please follow our procedural guidelines for Dealing with Customer Complaints.

If your customer opens a request to return an order, you have very little option but to simply "Accept a return". Depending on your returns preferences (as setup in your marketplace account), you may be charged for a returns label if the customer claims non-fault. Conversely, if your customer is returning an order because they've "simply changed their mind", then the customer shall be responsible for any return costs and you yourself must also accept the liability for the original postage cost as an unavoidable cost of doing business. If you're private seller, you can avoid this cost (in certain cases) by simply not accepting returns on your listings.

If your customer sends a direct message requesting to return an order and has not opened a Return Case (see above), you can provide your customer with the following returns template as shown below.

Thank you for your email.

I am sorry to hear that you would like to return your order. Please return it to us at your earliest convenience. Our returns address is located on the top-right hand side of the included packing-slip.

Once returned to us, we will of course issue a full refund as per our returns policy. Please note that we will allow your order to be returned to us for up to 30 days after it's original purchase date provided that all of the order-items are returned to us in the same condition as they were received.

In the meantime, please once again accept our sincere apologies for any inconvenience which has been caused.

If your customer is returning an order because there's a problem with the order, then you will be entitled to a full refund including any original postage cost paid.

If your customer is returning an order through no fault of our own, or because they have "simply changed their mind", your order will be refunded, but you will waiver any part of the shipping-costs which we will retain as an unrecoverable cost.

Some marketplaces such as Amazon require you to provide a Returns Address located in the same country to which the order was destined, or to provide the customer with a Returnless Refund option instead. If you sell at a marketplace that requires you to provide your customer with a Returnless Refund you may re-claim the cost of providing this refund to your customer, but you will waiver any part of the shipping-costs which we will retain as an unrecoverable cost.

As a retailer, you accept that you are operating through our program for profit and acknowledge that any waiver you bear is a reasonable cost of doing business.

Please note that whilst templates are useful in providing resolution, for them to be more successful at resolving a problem, often they need to be tailored. Whilst we won't defer from the actual resolution that is being offered we will modify parts of a template to make it more effective. If you think your customer requires a more tailored response, please get in touch so we can modify our template for you accordingly.

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