Free Shipping means refunding shipping costs

[littlehawktradingco]

We have a question about the Free Shipping. We recently had a customer negotiate a price, including free shipping, on a pair of boots. We accepted the price, he bought the boots and we shipped them. Shortly afterwards, he wished to return the boots because they did not fit correctly. We thus had to refund the price, which included free shipping.

Refunding shipping costs is not helping grow our store. What is everyone doing for this problem?

Thanks,

Little Hawk Trading

http://stores.ebay.com/Little-Hawk-Trading

[reallynicestamps]

Free shipping is just advertising speak for 'shipping included in asking price.'

Which is cheapest:

$5 item with $10 shipping

$10 item with $5 shipping

$15 item with Free Shipping?

Which is most likely to sell? Which is least likely to attract complaints about 'shipping gouge"?

If the boots had been listed with the shipping separated out, Paypal would , in the event of a claim, still refund the original shipping cost to the buyer.

The buyer would be required to return the boots (with Delivery Confirmation for his own protection) before either the seller or PP refunds.

Free Shipping is a good sales tactic, but remember that it is not free. The buyer is still paying it.

I would suggest that you crunch a few numbers and see how often you are doing refunds and why. Is there something about your listings that confuses buyers?

More to the point. Cookie Jar Insurance.

Add a few pennies to your prices to cover the occasional claim. If its one $10 shipping charge  in 100 x $10 shipping charges, then you need to add a dime to your asking price to break even.

If you are getting even one return in 100 sales, you have a very very high number of returns and need to have a hard look at your business plan.

[gothicsteam]

We get returns where they "borrow" stuff.  They wear it for a party or something then send it back thinking they'll get their $$ back.  NOT.  This USED to really be a pain but since E Bay kicked in seller protection, those types of buyers don't get away with that.  Yes, they'd return USED lingerie items!  Ew.

[littlehawktradingco]

Good info and we really like the Cookie Jar Insurance advise - thank you, and I like your store!

There is one point we would like to clarify however, we sell clothes and shoes and 1 return out of 100 sales is not a high return rate. I can see that it would be when selling stamps and postcards, but it is not for selling clothes and shoes.

Thanks again,

[littlehawktradingco]

Hello Kittysjewelryetc,

Nice items your selling. It's hard to believe people would try to return them after wearing them. Ew indeed!

Thanks for responding,

[reallynicestamps]

Wow. Entitled barely covers that. Returning used lingerie. What on earth are they thinking?

I thought about the rate of returns and I assume that the problem is fit? My personal biggest problem is large upper arms. If it's not sleeveless, I can't buy it mail order.

I spend a lot of time nagging clothing sellers about including actual measurements in listings.

Doesn't anyone think of having a tailor adjust a garment? One of my few concerns about leaving Ottawa, where I have lived for over 40 years is that I don't have a tailor in Victoria BC where we will retire.  This is at least as important as finding a family doctor!

[littlehawktradingco]

Yes, fit is the reason for our returns.We add measurements to our descriptions but a lot of people don't seem to use them.

Surely there will be a tailor in VIctoria. Maybe you could go before you move and track one down - good luck!