Retailers have rights too! New small traders' returns guide

22nd February 2018

Retailers have rights too! ParcelHero introduces new small traders' returns guide.

At least 200 specialist online stores don't expect to survive the massive growth in returns this year. As UK consumers learn to make the most of new return regulations, ParcelHero has introduced a new guide for sellers, spelling out what their own rights are.

A recent survey by leading courier price comparison site ParcelHero revealed at least 200 e-commerce businesses don't expect to survive the massive growth in returns this year. Returns reached 47% of all ParcelHero shipments in the first days of the New Year and traders say that they were often pressured into paying the cost of returns even for unwanted items - or risk losing their all-important 5-star ratings.

Shoppers are now keenly aware of their right to return any unwanted items bought online, under the Consumer Contracts Regulations 14-day cooling off period. And half of all consumers now expect the same free returns that apply to damaged items to be given on unwanted items - or they will shop elsewhere. But is this fair, or could it break some of our favourite specialist online stores?

ParcelHero's Head of Consumer Research, David Jinks MILT, says: ‘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.’

Adds David: ‘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.’

And David says: ‘The final nail in the coffin for small online retailers may be that 8% of shoppers now admit to returning items several times a month! And customers pushing the boundaries of the latest regulations mean it is difficult for retailers to prevent ‘wardrobing’: using an item once for a specific purpose and then returning it.’

David asks: ‘What exactly are 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 answers to all these retailers' returns conundrums can be found in our new ‘Dealing with Customer Returns’ guide.

The new guide is available free to download at:

https://www.parcelhero.com/blog/wp-content/uploads/sites/3/2018/01/businessbrochurea6spreads.pdf