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Common Return Policy Statements

There are many different things to be aware of regarding return policies and online retailers. Here are some common ones:

*Some stores do not accept returns-period.
*Some will pay the return postage for your return.
*Some expect you to pay return postage for the item.
*Some expect you to pay return postage AND pay a specific percentage as a "restocking fee".
*Some will accept items for exchange only.
*Some will only give you store credit for returns.
*Some will only process a return within a limited time period.
*Some will only accept returns if the item is defective.

Always read the return policy before making a purchase.

Use A Traceable Mailing Method

When returning any merchandise make sure that you use a mailing service that provides tracking information. Examples are UPS tracking and United States Postal Service Priority Mail with delivery confirmation.

Methods of Resolving

Sometimes things don´t always go as planned, even when you follow all the rules for returns.

Here are some ideas that may help you to resolve your problem:

Make sure you document every contact with the company whether it is via phone, fax, web, or mail. (When I say document, I mean keep copies of invoices/receipts, tracking numbers for mailing back items, and keep a call log with the full name of company representative you´ve contacted, including time, date, and information discussed.)

If you do not get satisfaction from the first company contact, ask for their supervisor. (You need to be assertive-keep going up the chain of command if you need to for resolution).

If you paid via credit card, contact the card company´s customer service department for assistance in getting the charge reversed from your bill. You will have to fill out a dispute form for this.

You can file a complaint with the Better Business Bureau online.

An increasingly common way to resolve problems on the Internet is utilizing the free services of a feedback company such as UgetHeard or PlanetFeedback. You can explain your situation and document a complaint. The feedback website contacts the appropriate department of the company with your complaint. Many times a bad situation will be turned around by this method as many companies do not want the negative publicity. This method also alerts companies that are concerned about service to problems within.

Return Policies

When purchasing online, please make sure you know what the retailer's return policy is. Look for an area titled FAQ, Returns, or Customer Service and read the fine print. If you cannot find anything on the subject, you should e-mail customer service. It's better to find out ahead of time, rather than purchase and run into problems later.

Document

Whenever you deal with a company ALWAYS make sure you document every contact whether it is via phone, fax, web, or mail.

Documentation means to keep a copy of invoices, receipts, tracking numbers for mailing back items, and a call log with the full name of company representative you´ve contacted, including time, date, and information discussed.

If you do not get satisfaction from the first company contact, ask for their supervisor. You need to be assertive-keep going up the chain of command if you need to for resolution.

You will need this information if you plan to go for further action against a company.