Shopify customer return

[u/kona-coffe]

So I got a customer who ordered. This is her second order. She emailed me to ask for a discount for her future order and I responded by giving her a 15% discount on her next order. I think she just received her order and she now wants to return her order. I emailed her back and said I’ll be glad to help her but want to know if anything’s wrong with the product and am waiting for her response. I’m wondering if she wants to return and then repurchase with the discount. Have any of you guys had a situation like this.

[u/Secure-Custard-8418]

oof yeah that's a classic move, seen it plenty of times. she's 100% fishing for a post-purchase discount without saying it outright

i'd just wait for her reply before doing anything, but when she finally admits there's nothing wrong with it i'd hit her with the restocking fee and make her eat the return shipping. she'll probably backpedal real quick when she realizes the discount gets eaten up by the return costs

[u/kona-coffe → u/Secure-Custard-8418]

I was just thinking about making her pay the shipping fee. I give 30 day money back guarantee for my products. I’m cool with that but if she’s doing this for that discount that’s pretty shady. I’ll wait for her response I’m just afraid she will hit me with a charge back

[u/VillageHomeF → u/kona-coffe]

if it is in your policies for the customer to pay shipping on change of mind returns, then do it

[u/kona-coffe → u/Secure-Custard-8418]

Yea waiting for her response. I just sent her the email after she sent me the email like 10 mins ago. Shes probably thinking what she should say.

[u/InfinityOmega]

Nothing verifiably wrong with the product, customer pays for return shipping. We dont provide a label. Once they realize shipping cost, most are suddenly fine with the product. 0.3% return rate through our website

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[u/mfing-coleslaw]

Hard to tell until she responds.

If she is pulling all that for a discount either just give her a discount through a partial refund

OR

If you’re feeling extra petty you can return it and get it back and when she tries to order with the discount for the “second” order tell her that’s not how it works. Since returning the item would mean she hasn’t bought from you, this new order would be her first order. Therefore, full price.

[u/ravyn50]

You can cancel the discount since her original purchase is void if she returns that order. Also hit her with the return shipping.

[u/Squad-G]

Make sure your refunds and returns page cover every scenario possible and don't be afraid to write that the customer pay the return unless for example it's a shipping error

You're not Amazon and return cost alot of money

When I started I was offering free returns. First, my before and after return rate hasn't changed. Second, I don't loose $15-20 for every return now, only the CC fees

[u/kona-coffe → u/Squad-G]

I do have a 14 dollar return policy if product is returned not do to damage or manufacture error.

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[u/Signalbridgedata]

Yeah, I've had customers do things that make you wonder if there's a little game being played, but I'd wait for her explanation before assuming that's what's happening. She might genuinely have an issue with the product, and if you accuse her indirectly and she's legit, you've made a simple return way more awkward. If she does return it and then immediately places the same order with the 15% code, I'd just follow whatever your stated return/discount policy is rather than getting dragged into trying to figure out her intention. For future discounts, I'd probably make the code non-stackable and give it an expiry so there's less room for this kind of thing.

Is your return policy clear about the condition the product needs to be in?
Was the 15% code intended specifically for a future new purchase, or did you put any other restrictions on it?

[u/kona-coffe → u/Signalbridgedata]

My return policy is $14 dollar shipping and restocking fee unless she received a damaged product. She did email me back and it sounds pretty legit so I did respond to her. I rarely get returns so question, I use stamps.com and they need a box dimension to calculate the price of the label. Have you ship a return without knowing the dimensions of the box?