Part 3 of my Returns experiences:

By Felecia Przybyla, Reverse Logistics Association

I recently bought 2 items online from a major (brick and mortar and ecommerce) retailer. When the items arrived, I was surprised to see they were sent from a third party. After opening the package and trying them out, I decided the items were not keepers, so I returned them to the brick and mortar store nearby.

Once I arrived, I found out I couldn’t return them to the store, and had to return them using the enclosed shipping label. Once home, I checked out the included invoice, and saw on that return label small writing saying there would be a charge for returning the items that would be deducted from my refund (due to shipping, etc). I was a bit annoyed. When I ordered the items, I was under the impression I was buying from this big box retailer, not a 3PSP, and would be able to return it back to the store - but now with the items in hand, I find out that was NOT the case. Nowhere on my confirmation email did it ever say the items were coming from a third party, or that there are different policies for returning.

So, I called Customer Service to inquire about the miscommunication during my purchase. After being transferred a few times, the last person I spoke to told me that I would be refunded the complete amount for both items (from this major retailer), and to just dispose or donate the items. I honestly couldn’t believe it. I guess I got the response I wanted, BUT, how can this be a reverse logistics best practice? I would think it would be more cost efficient to just return the items at no cost to me, and be able to resell them, then to take a total loss – but perhaps the cost of shipping, warehousing, and making the item resalable might be more costly than the items. Definitely an opportunity for a Solution Provider to make it a better practice.

Felecia Przybyla

RL Magazine Editor Editor@rla.org