Return to Sender: How to Get It Done
Returning items you've purchased online is usually a snap, but some sites turn the process into a hassle. Keep the following tips in mind:
Your returns to an online merchant
should be as simple as the purchase.
First, figure out what the policy is. It is usually posted on the site but often is difficult to find. If you inquire about the return policy by e-mail, you may find that a few sites don't respond for several days, if at all. When in doubt, call.
If you discover you're dealing with a company that is so disorganized the customer service folks don't even know the return policy, you might want to reconsider your purchase.
Save the confirmation e-mail you receive after you've placed the order. It should contain an order number. It's also smart to make a copy of the shipping invoice when your purchase arrives, because many companies ask you to return the original copy with the merchandise.
Some sites ask you to call for a return authorization number. The company may not accept the item unless this number is written on the mailing label, but you might not know this unless you read the shipping invoice carefully. At times, it can be a challenge to get that number. A few sites don't have toll-free phone numbers, don't answer their phone during business hours, say they will call you back with the number but never do, or will not send you the number for up to five business days.
Some companies insist on sending you a mailing label to return an item. Others require that you return items via a specific mailing service, such as FedEx.
Always enclose a letter that includes your order number, a request for a refund, your credit card number and your phone number, in case they have questions.
As with any return, the item must be in unused, saleable condition. If the product comes in packaging, the packaging must be unopened. For your own protection, repack the item well and send it by certified mail, which requires a signature upon delivery and costs just $1.40 extra. If it's a big-ticket item (like a watch), insure it.
Most sites will not cover your return shipping costs unless there is a problem with the merchandise.
Check your credit card statement very closely. Most of the time, companies get it right, but once in a while they fail to issue credit. Make sure your refund is the correct amount. If it's less, you may have been charged a restocking fee, which is usually 10 to 20 percent of the item's cost.
Many companies acknowledge that you've returned an item with an e-mail or a receipt in the mail. However, getting your credit card account credited may take up to six weeks. If you haven't received a credit within two credit card statements, contact the company. If they are unresponsive, contact your credit card company and the Better Business Bureau online or Bizrate.
