Pay to return a web based buy? “Inadmissible” for some, “anti-abuse” weapons for others

This is a (small) extra expense that could change many things. From the end of April, the Zara clothing brand pays for the return of items purchased online. It costs 1.95 euros to restart the package. Another fast fashion giant H&M is in the same logic, and other brands could follow. These are, of course, delivery costs, which have increased due to rising energy prices, and thus transport. Or a loss of earnings for companies.

These paid refunds have not yet been generalized, but if that were the case, how would our internet users react? We asked them a question.

“He really takes us for pigeons”

As you might expect when we talk about additional costs, the vast majority of people who have responded to our call to witness are against these paid recommendations. “It will slow me down,” warns Monique; “In some cases I will not buy,” adds Nina; Sandy confirms that this would be a strong distraction: I will reconsider my need, not buy for fear that it will not fit in and therefore lose money in battle. “.

The same argument comes up again and again: charging a refund would be commercial nonsense. “We try to trust brands in terms of size, materials, morphology … If, in addition to buying, trusting and failing, you (have to) pay a refund, I think that’s unacceptable,” Judge Cassandra said. Because yes, let’s not forget the delivery. “We are already paying enough for it and it is often catastrophic,” announced Mégane. So, if we have to pay for the return, it really takes us for pigeons “.

“I don’t have time to go shopping anymore …”

Free refunds are of course a consolation. We heat the aisle in the overheated wardrobe after 40 minutes of waiting, to choose between M or L at home, lipstick red, not ruby, before returning the excess. But if it pays off, what about geographical distance? Agatha says it differently: “It is not necessarily easy for people in the countryside.” This is the case with Drouet: “You have to drive 40 minutes to find shops, it is often very expensive and in large sizes, there is almost nothing. I have to order online, but the size is sometimes not consistent at all, I have to (have to) send it back. If they become chargeable, (…) I wouldn’t know how to dress. “

This saving of free time, which could disappear, worries Elodie, but not for the same reasons: a young mother of three children does not have “too much time to shop …”. And then the return of the package, by definition, is already a limitation, some say. “I have to work shifts or stand in line for two hours on Saturday morning, I was discouraged for a while,” Florian complains.

But how then? Lionel has already taken the lead. “I completely avoid sites that charge a refund. (If so), they don’t want to sell. I’ll look elsewhere. ” Another even simpler solution, but one that requires travel: “I still prefer to return or I have returned an item that is not suitable in the store,” says Marie. The third way is that of Robert, the merchant at heart. If the size or color of the garment is not appropriate, do not send it back … but resell it to Leboncoin.

And why not compromise?

So many opinions that do not enlighten the other part of consumers, those who understand this transition to payment. Aurélie, who works in the delivery sector, says she is an “archival”. She develops: “There are too many who buy out of whim and return or do not pick up their packages. Or simply those who order clothes every week (I’m not exaggerating). Anitshka adds a layer: “People buy 3 different sizes to benefit from free shipping and keep only the clothes that suit them …”. Behavior is harmful to the planet, Eliana insists. “Retailers need to be more transparent: tell customers where the refunds and carbon emissions generated by their purchases are sent.”

So we have flaws. For. All that remains is a compromise. It is embodied by Jean-Pierre: “I think it is really normal to charge a refund if you do not take the item, it will prevent abuse. On the other hand, if you need to change the size or color, you could stay free. A philosophy “at the same time” that is also François’s. “If it is a mistake or a delivery error, it is up to the seller to take responsibility for the return. If, on the other hand, it is for the purpose of testing the benefits, it is up to the buyer to pay “, he concludes. That’s good, because we have to leave you. The delivery guy just rang.

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