Dealing with Defective Items When Online Shopping

One of the most frustrating aspects of online shopping is definitely dealing with receiving defective items. This is a rare problem which may happen regardless of whether the shopper patronizes an online retailer or a traditional store.

  • However, dealing with the problem can be more difficult during online shopping endeavours. Dealing with this problem may be somewhat more difficult when the consumer purchases an item online but there are some useful tips which can make dealing with defective items significantly less stressful and failure to follow these tips can make it difficult for online shoppers to have a defective item replaced.

This article will discuss some of these useful tips namely the importance of testing items immediately, contacting online retailers and dealing with unresponsiveness from online retailers to help online shoppers deal with this dilemma.

Testing Items Immediately after They Arrive.

One very important tip for online shoppers is to always test items immediately after they arrive from the online retailer. This means the shopper should open and test the item as soon as possible after it is delivered. Doing this is important for a couple of very important reasons.

One of these reasons is testing the item for functionality immediately will help to ensure the online shopper is able to return the item within the limitations of the online retailers return policy.




 

Online retailers often have specific policies pertaining to returns and failure to adhere to these guidelines may result in the shopper not being able to return the item for a refund or exchange. These policies can vary significantly from one online retailer to the next and some policies may be more liberal than others. However, consumers who determine an item is defective within a couple of days after the item is received will likely still be within the period in which returns are still accepted even with online retailers who offer the stingiest return policies.

Another reason why it is important to test an item purchased online for functionality immediately after receiving the item is it helps to ensure the consumer will not lose the original packaging or receipt. This is important because most online retailers will require the item be returned with an original receipt and in the original packaging. It is certainly still possibly for online shoppers to lose the receipt but they are less likely to do so if they realized immediately that the item was defective.

Contacting the Online Retailer.

Once an online shopper realizes an item is defective, the first step he takes should be to contact the online retailers. This should be done immediately because the online retailer will likely document the claim of defectiveness during this initial call and this documentation will serve as evidence of when the item was reported to be defective. This proof will come in handy if the online retailer gives the customer problems with returning the item and there is a need to pursue legal actions.

In most cases, the receipt will list a contact phone number which will put the consumer in contact with a customer service representative. However, if the receipt does not have this information the consumer may return to the website of the online retailer to find the necessary contact information. The consumer should then contact a customer service representative and describe the problem with the item as accurately as possible. In most cases the customer service representative will be able to provide the consumer with information on how to return the item for an exchange or a refund.

When the Online Retailer is Unresponsive.

As with any retailer, it is always possible that the online shopper will not be satisfied with the response to the complaint offered by the online retailer. The buyer may be dissatisfied with the response offered by the online retailer or may be dissatisfied by a lack of a response from the online retailer. Regardless of the reason for the dissatisfaction the consumer will likely have to pursue other methods of obtaining a response to his complaint.

The consumer may wish to elevate his complaint by asking to speak to a supervisor. If this does not rectify the situation it may be necessary to file a complaint with an agency such as the Better Business Bureau. They can than contact the retailer on behalf of the disgruntled consumer and attempt to rectify the situation.

Contacting Customer Service When Online Shopping Online.

Shoppers often need to deal with customer service representatives from the online retailer they choose to patronize. From making purchases to dealing with problems with the order a customer service representative can be a great deal of assistance to online shoppers.

This article will focus on some of the common interactions online shoppers have with a customer service representative. Some of these interactions include making a purchase, asking questions about products and making a complaint about an item purchased. This article will also discuss some of the common methods for contacting customer service including telephone, email and online forms.

Contacting Customer Service Representative to Make a Purchase.

One of the most common interactions between online shoppers and online retailers is the process of making a purchase. Although many online retailers offer shoppers the ability to make their purchases directly through a website, most of these retailers also offer the opportunity for the customers to make the purchase by calling a customer service representative.

Online shoppers may prefer this method for a number of different reasons. Some online shoppers may have apprehensions about the security of the website while others may simply have a personal preference for placing the order online as opposed to through a website.

Regardless of the reason for contacting customer service to make an online purchase, the buyer will likely find this interaction to be quite simple as long as he has all of the necessary information on hand. This included information such as the product number and his billing information.

Contacting Customer Service with Inquiries.

Another reason why online shoppers often contact a customer service representative agent from an online retailer is to ask questions about the products offered by the retailer. Consumers may have questions because the website does not provide enough information about the product.

Even online retailers who offer very detailed product descriptions may omit details which are important to a particular consumer. In these cases the online shopper can contact customer service to have these questions answered. These questions may pertain to the product or other factors such as the shipping policies or return policies.

Regardless of the subject of the question the customer service representative should either be able to answer the question or should be able to find an answer for the consumer.

Contacting Customer Service with a Complaint.

Contacting a customer service agent with a complaint about a product purchased online is definitely one of the most difficult and stressful interactions an online shopper can have with a customer service agent. However, there are occasionally situations in which these interactions are necessary.

When these situations arise it is important for the consumer to ensure he has all of the necessary information available when contacting customer service. This will include information such as the order number and the billing information. The order number is important because it will allow the customer service agent to verify items such as the item which was purchased and the date of the purchase. With this information the customer service can provide information about the options available to the consumer such as a refund or an exchange.

Methods of Contacting Customer Service.

Online shoppers who wish to speak to a customer service agent from an online retailer typically have a few options available to them. The most popular option is the ability to contact an agent via telephone. Most online retailers provide a phone number for reaching customer service on the receipt as well as on the website. However, the telephone is not the only way in which online shoppers can contact customer service.

Email is another popular option consumers can use to reach a customer service agent. Most online retailers offer the option of emailing customer service to make inquiries or complaints. Some retailers even provide online forms which make it easy for consumers to reach a customer service agent. These forms typically enable the consumer to provide his own contact information as well as the reason for contacting customer service. A customer service agent will then investigate the inquiry or complaint and respond to the customer either via telephone or email.