What to do if a customer reaches out to return a purchased item.
The first step in the process is to see when the order was placed and received.
Our return policy has a 30 day satisfaction guarantee window.
If the customer received the parts 3 months ago but just now tested them, and aren’t satisfied there is leeway to allow them to ship them back and we have offered store credit, but that is decided on a case by case basis.
If the customer is within the 30 day window, the first step is to find out what they aren’t satisfied with, ask them questions related to the product received.
As well as if the product is unused.
If the customer states they ordered the wrong size or item does not work with what they are currently using, offer to swap to another part that will work, but require that they pay for the shipping cost of the returned item and the shipment of the replacement product.
If the customer states that they ordered the correct item, and received something different, consult the video footage to confirm what they received, if they were sent the wrong item, then offer to send the correct one. If the original item is less than $50 in value, do not bother sending a return tag for the original item.
If the customer states that they do not like the product or are not satisfied with the quality, did not receive the wrong item, and would simply like to return and refund the part, inform them that they will be responsible for shipping the part back to us, offer to send a return shipping label by email to the customer, but inform them they will be ultimately responsible for the shipping cost and that the amount will be deducted from the refunded amount of the overall order.
When discussing refunds, please make sure to indicate that the customer will not receive a refund for the shipping cost on the original order, if shipping was paid.
Lastly if the customer is swapping to a different part that has a price difference gauge the customers willingness to cover the difference. If the difference is 10 dollars or less, forego having them cover the difference, if it’s going to be the difference between them keeping the part and returning it.
If in doubt ask Steve.