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Q: I’ve heard stores now charge “return fees.” Is this true??? I know nothing in life is free, but this seems like some nickel and diming by stores. It can’t be that much trouble, can it? I’d like to hear your thoughts on this.
A: To clarify, this is a change primarily made by online retailers, as opposed to in-store returns. While it might seem like little, the process of shipping items back to retailers can be costly both in terms of shipping as well as labor. Since the pandemic began back in 2020, online shopping has skyrocketed. With that, there is a presumably equal increase in the number of return shipments as well, which no doubt adds up to no small sum. Because of this new policy, I would encourage folks to be cautious about online shopping for those who like to “impulse buy” daily. Also, since the holidays are coming up, make sure and thoroughly decide whether to make certain online purchases.
Going forward this holiday season, I would like to recommend the following tips from BBB when it comes to online shopping:
Check store policies before you buy. This is the number one way to avoid an unsatisfactory return experience. Usually, retailers in the United States are not required to have any specific refund, credit, or exchange policy. Search the retailer’s website for their return and refund policy to determine your options. If the retailer doesn’t have one, consider it a red flag.
Verify the seller. Some online retailers allow third-party sellers on their platforms. So, if you are purchasing from Amazon, double-check to see if the product is coming from Amazon or a different seller. If you discover you’ll be purchasing from a third party, research their return policies before you buy.
Read consumer reviews. Search consumer reviews for any experiences with returns or refunds. If you find several customers had difficulty returning or receiving a refund, know that you run the same risk. You can look at reviews on the seller’s website but be sure to check other sources, too, like BBB.org.
Save your order confirmation number and receipt. Keep these documents and store them in a safe place when your purchase is eligible for a return. You may need them when dealing with customer service later.
Check before returning an item to the store. Many stores allow you to return something you bought online to a brick-and-mortar location – but not every retailer and product. Some retailers only allow certain items to be returned in-store, while others must be by mail.
Lastly, Search BBB Scam Tracker. If you’re suspicious, search BBB Scam Tracker to see if anyone else has reported a similar situation. The NEW BBB Scam Tracker enables you to search by email, URL, phone number, and more at BBB.org/ScamTracker.
