After its recent research suggested that at least 200 small retailers don’t believe they will survive a growth in returns this year courier price comparison site ParcelHero has launched a new guide to their rights.
ParcelHero’s head of consumer research David Jinks said he hoped the guide would help rebalance the shift to consumer power. “Over the years we have often fought for consumers being led a merry dance over returned items by grudging retailers. But now things seem to be swinging too far the other way, threatening many of our favourite online indie stores,” he said.
“It’s all very well for the likes of Amazon to swallow return costs; but they can literally make or break small traders. Whether they are selling online, or a traditional brick and mortar shop, it’s important for small retailers to know what they do and don’t have to offer when it comes to accepting returned goods.”
The Dealing with Customer Returns guides answers questions such as what the differences between the Consumer Contracts Regulations and the Consumer Rights Act? What do sellers do if items are returned in less than perfect condition? What exactly are the rules over personalised or customised items being returned? Can traders offer a voucher instead of a full refund? The new guide is available free to download at: https://www.parcelhero.com/blog/marketplace/business-guide-handling-returns
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