Return policies-was <VV> Let the Buyer Beware - Final Chapter

[Mike Ioanes]

> As an interesting aside -- we write software for large Unix systems for
> catalog and wholesale sales.  One aspect of it is the "Customer Service"
> software that analyzes returns.  If the return comes from a long-term
> customer with high dollar sales and little history of past returns, the
> software automatically refunds the customer, no questions asked.  If the
> customer is new, spotty, buys little, or returns often, the Customer
> Service department get notification along with the history ... allowing a
> human to make a decision.  I think many business practice this policy
> whether or not they have such software.
Whenever I do a credit, except core charges, our software offers/suggests a
restocking fee and figures an amount.  It is easily bypassed and, in reality
I seldom charge it.  Exceptions have been for special-order parts.  Really
big customers "get away" with a little more as far as waht we'll take back.
I've seen some really old and dusty/dirty parts come back.  I figure, if we
stock it already, we'll sell it again and some things I KNOW we'll sell.  I
may be more tolerant than some of my co-workers...have seen some of them
tell a customer, "If you don't have your invoice I can't do a return".  It's
possible and not that hard to research in the computer and find where they
bought it-I'll do that.
Cross-posting to "Talk"  cause I think that's where any further discussion
needs to go.
Mike Ioanes