I ran though several digests over the last week or so to read the
"How do you handle returns?" responses, but don’t think my
experience is quite the same. I couldn’t find the original question,
but it seems to relate to the problem of a customer returning an item
that was charged.
What I’ve encountered once already in the past is closing in on me
for another round with a different customer - if a recent
conversation I had with a jewelry store customer of mine is any
indication (and I think it is). Basically the issue is a bunch of
pieces were purchased, a year or so goes by and it’s time to
purchase more to fill in the gaps. The pieces remaining, for whatever
reason, have not done well for the customer and they want a credit
for them toward new inventory.
The first time this happened, I went back in to my account program,
found all the receipts that included these items, totalled them up,
and gave my customer credit for new purchases in the total amount
they paid for the pieces they were “returning”. I was a bit
uncomfortable with this, but this was a good wholesale customer, and
I didn’t want to become difficult.
Now I’ve got a local jewelry store suggesting September might be a
good time to stop in… “… most of your things have sold, but
perhaps we can work out a credit for them toward some new pieces.” Is
this a common practice? I’m not sure how I feel about getting back a
bunch of pieces that I thought were “sold”. This is a relatively
new issue for me, so I’m just looking for some idea of the norm. If
this is the cost of doing business, I’ll just suck it up and get used
to it. But it just seems like it shouldn’t be my responsibility to
determine what might appeal to their customers… that they know
their customers best and should choose accordingly. Should it be part
of my policy to pay the price for their poor judgement? I dunno.
That’s why I’m asking
What’s YOUR policy under these circumstances?? Would it be reasonable
to substract a “restocking fee” percentage from the total of this
credit? What percentage would be reasonable? I don’t have a policy…
have never felt the need. However, I’m thinking, perhaps with your
help, it’s time to write one!
Learning as I go,