Managing Returns as a Vendor
Handle returns professionally to maintain good customer relationships.
Return Policy Requirements
Robinson Empire requires a minimum 7-day return policy. You can offer more generous terms.
Return Process
When a Customer Requests a Return:
- Review the request
- Check reason for return
- Verify within return window
- Confirm item condition requirements
- Approve or deny
- Approve if meets policy criteria
- Deny with explanation if outside policy
- Communicate decision promptly
- Provide return instructions
- Return address
- Packaging requirements
- Shipping method (prepaid label or customer-paid)
- Receive and inspect
- Verify item received
- Check condition
- Confirm all parts included
- Process refund
- Issue refund to original payment
- Or provide store credit
- Update order status
Return Shipping
Free Returns:
- For defective or incorrect items
- Builds customer trust
- Cost of doing business
Customer-Paid Returns:
- For change of mind returns
- Common practice
- Clearly state in policy
Common Return Reasons
| Reason | Action |
|---|---|
| Defective | Accept, full refund |
| Wrong item sent | Accept, full refund + apology |
| Not as described | Accept, review listing accuracy |
| Size/fit issue | Accept if unworn with tags |
| Changed mind | Per your policy |
Reducing Returns
(camera) Accurate product photos
(note) Detailed descriptions
(ruler) Include size charts
(?) Answer questions promptly
- Show customer reviews
(package) Package to prevent damage
Return Rate Metrics
Monitor your return rate:
- Industry average: 20-30%
- High return rate: Review listings
- Quality issues: Address with suppliers
Restocking Fees
You may charge restocking fees for:
- Opened electronics
- Missing packaging
- Condition issues
Must be clearly stated in your return policy.
Exchanges
Process exchanges by:
- Receiving returned item
- Issuing store credit or refund
- Customer places new order
- Ship replacement item