"Free Returns" for customers that select wrong model...?

[mormardra]

This is getting pretty frustrating. This is definitely a coincidence but since we began offering free returns, customers have been selecting the wrong model for their phone. For example, just this past week, I had 4 customers want an iPhone 6 skin but they selected the iPhone 6 Plus. I mean, there is no other way to differentiate the models since that is what they're actually called.

So far I've accepted free returns for these, but I have to be sure...if it is clearly a mistake by a customer, am I really responsible for the cost of shipping it back? Is there ANY exception to this stupid "free returns" thing?

[nobody*s_perfect]

There are no exceptions to the "free returns" policy.  You have to pay for the return regardless of the reason: ordered wrong item, changed their mind, their momma bought them another one, etc.

[lintbrush*]

Free returns are free returns.  If you want to continue to offer them, you have to include the return expenses in your business plan.

Put on your buyer's shoes for a moment.

Don't know how much you're selling the skins for, but many of them are quite inexpensive.

Make a mistake with your $5-$7 purchase and seller doesn't offer free return shipping.  Okay, eat your mistake.  It's only a few dollars.  However, the seller offers free returns and you get your $5-$7 back?  Sure go for it.

I'd stop offering free returns for an item like that as you've seen the return rate increase and it's causing you a big loss.