Introduction
When the buyer returns the goods, the seller must carefully study the situation. In some cases, it is possible to dispose of the goods by selling them at a discount and independently eliminating the client’s shortcomings. In other cases, repairing the product and returning it for sale is possible. At the same time, the key is the first stage of determining the shortcomings of the goods, which is why choosing a further stage of work with the returned goods is necessary.
Determining Return Reasons
A defect in the product may appear due to an error in production, damage during delivery, or improper storage. Then the business must issue a refund and return the money to the buyer. They find out who is to blame for the defect’s appearance through quality control. As a rule, a full-time company specialist can also conduct an inspection.
However, if there is a dispute with the buyer, you must involve an independent expert for an examination. The seller must carry out the examination, and the buyer has the right to be present at the quality control of the goods and the examination (Bijmolt et al., 2021). You can choose any company, but experts in it must have certificates giving them the right to conduct research. The cost depends on the product type and the company’s pricing policy.
Discount on a Product with a Disadvantage
The discount amount for the disadvantage is determined by agreement with the buyer. The discount and replacement of the goods are issued, with refund checks and a new purchase for a smaller amount. At the same time, the return period is 10 days (Bijmolt et al., 2021). In the same way and within the same period, the costs of repairing the goods are compensated.
The buyer must bring you a receipt from the organization that eliminated the defect. At the same time, the consumer is not obliged to coordinate with the buyer the organization for carrying out repairs. If the repair price is too high, you can refuse to pay — usually, more than two-thirds of the cost of a new product is considered high (Bijmolt et al., 2021). In this case, the buyer has the right to go to court.
Repair of Goods
If the buyer requires the repair of the goods, then the buyer has a maximum of 45 days to complete all the work. If the repair lasts longer than 7 days, then within three days, it is necessary to provide the buyer with a similar product for temporary replacement — this is formalized by a separate act (Bijmolt et al., 2021). After the repair, you need to give the goods and a copy of the act with information about the date of circulation, the date of transfer of the goods for repair, a description of the work performed and replaced parts, and the date of issue of the goods. The seller needs to ensure that the consumer has checked the operability of the goods and confirmed with a signature on the act, and that they have no complaints about the quality of the repair.
Conclusion
Thus, there are several possible steps in case of the return of the goods. If the claim is due to the product of inadequate quality, it should be verified during the examination that the defect was not the buyer’s fault. If the defect was the buyer’s fault, it is necessary to repair the goods at the store’s expense. This will save customers and the seller’s reputation.
Reference
Bijmolt, T. H., Broekhuis, M., Leeuw, S., Hirche, C., Rooderkerk, R. P., Sousa, R., & Zhu, S. Z. (2021). Challenges at the marketing–operations interface in omni-channel retail environments. Journal of Business Research, 122(30), 864-874. Web.