Customer return email: Just wondering how y’all would handle this? Would you pay the return shipping on something like this? Normally, we require the customer to pay return shipping on sizing issues. Just wondering if you think this warrants us paying to return the item?
I bought this hat as a Christmas gift. The hat looks fine and it has a tag on it saying it’s size 7 3/8 but when the recipient tried it on, it was far too big. Every other hat he owns is 7 3/8 and when we measured this actual hat, the measurements don’t match a 7 3/8 according to size charts found on-line. Since the hat has the original American Needle tag on it, I can only assume this was a manufacturing defect – that the hat was mislabeled or incorrectly sized due to variations in the manufacturing process.
but how I would handle it is to just give them a full-refund and tell them they can keep the product. It’s Christmas. The positive review/feedback they will leave you will outweigh the money/time you spend trying to figure stuff out. I hope this helps!
I would pay the return shipping in this instance. If it is an isolated incident and it only costs me $6-$8 to get rid of a problem, it is worth it.
The downside if you stand your ground on something like this is it has the possibility to be a time suck, you can receive a negative feedback and an A-Z claim.
Who knows? The customer may be correct about the sizing issue.
I believe we are in a “Thank You/Review Economy”. Sorry, but the old ways of doing business are less effective nowadays. Just make sure to make a very HUGE, BIG DEAL about the fact you gave them a refund. And “celebrate it”, so the customer knows it’s a big deal also
I generally would respond professionally with something like:
My name is XXXXX and I’ve been assigned to your return. I apologize that your order did not meet expectations. In an effort to make your experience a positive one, I have authorized your return request and attached a prepaid return label.
Upon receipt of your returned item, our quality team will inspect the item to determine any sizing defects.
Please note if no defects are found your refund will exclude the cost of the return label of ($x.xx).
Should the item be defective you will be refunded in full, including original shipping charges of ($x.xx)
Please let me know if you need anything else.
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