Jakarta (MidLand) – Recently, Shopee launched its new program, namely Free Return Guarantee, which allows buyers to return goods if they have changed their mind.
Through this program, buyers can easily return merchandise, not only when the merchandise received is inappropriate or damaged, but also if they change their mind once they receive the merchandise. This must of course be in accordance with the terms and conditions determined by Shopee.
This Shopee program has been warmly and enthusiastically received by shoppers! How come? This answers the doubts of many of those who are still hesitant and unsure when they want to buy products online. So what about the seller? Is it true that this program only benefits buyers?
On the other hand, the Free Return Guarantee receives a variety of different responses from sellers. There are those who support this program because it opens up more opportunities to attract new buyers and triggers the potential for repeat purchases.
Also Read: Shopee’s Free Return Guarantee Can Benefit SMEs
However, some also question his policies. The reason is that they doubt this program and believe that this program will only provide benefits to buyers and, moreover, they are worried about the additional costs that may be charged to sellers.
If you look at the big picture, exchanging goods during shopping activities is a normal thing, right? So where is the trouble spot?
Feeling anxious about new things that we don’t fully understand is completely normal. So instead of misunderstanding, let’s take a closer look at the free return guarantee program for sellers.
Here are 4 misunderstandings that are still often found in this program;
• “It’s a loss for the seller! If only 1 item out of many consumers wants to request a return, is it necessary to return all items?”
Who says that? Starting February 15, shoppers no longer have to return all items purchased when they want to use the Free Returns Guarantee. For mutual convenience, buyers can now request the return of goods/funds only in certain quantities.
Well, obviously this update brings profit! Because the process and use of the Free Return Guarantee becomes more effective and efficient. Some items that are not included in the return/refund request are still sold.
• “It’s a loss for the seller! I have been hit several times by the shipping costs!”
You know? That in this “Change Your Mind” free return guarantee program, the seller does not have to bear the shipping costs of the product for return by the buyer, you know!
Through the end of March, if a seller finds that the shipping costs charged to the seller for returning goods “Change their mind” under the Free Return Guarantee program, Shopee will refund the shipping costs within 1-3 days on the balance of the seller without the need to make any requests.
Going forward, starting from April 2024, returns of goods and funds for the “Change of Mind” reason will be paid entirely by Shopee. The Shopee system will not automatically charge the seller for shipping costs.
Read also: Easy way to claim the “Free Return Guarantee” on Shopee
. “It’s a loss for the seller! This could be a loophole for buyers to commit fraud when returning goods!
Don’t worry, in order for this program to benefit all parties and not harm any party, Shopee has a system to monitor the performance of each account to minimize fraud in the Free Return Guarantee process.
If the buyer deliberately commits fraud and returns the goods not in accordance with the terms and conditions, the seller has the authority to refuse the buyer’s request to return the goods. The seller can appeal if it is proven that the buyer has violated the terms of the Free Returns program.
Sellers are also encouraged to make unboxing videos when receiving goods from buyers to use as valid evidence in case of an appeal.
Worth noting! Only buyers who meet the requirements are eligible for the free return guarantee program. Shopee will block shoppers who do not meet the requirements or who are known to be misusing this program.
• “It’s a loss for the seller! Why should we just give up? For example, we return a lot of them, not to mention that there are packages that are lost or damaged when they are returned to us even if the goods were fine to begin with. Is Shopee’s rating fair?”
In essence, Shopee will continue to provide education to buyers regarding the terms and conditions of the free return guarantee program, both to maintain the condition of the product as it was sent, and the packaging of the product, including product labels /brand, must be properly sealed and more.
In fact, Shopee also offers sellers the opportunity to appeal the Shopee agent’s decision after receiving the product’s return from the buyer. Shopee also continues to strive to make improvements to existing SOPs as a guide for agents to ensure the right decision is made regarding goods/funds return requests.
If the seller has trouble appealing, they will notify the Shopee customer service team and if the seller proves correct and wins the appeal, they will receive the sales proceeds and return shipping costs.
So this Free Return Guarantee program is not only beneficial for buyers, but also for sellers, because it can help sellers target potential buyers who were previously reluctant to purchase goods online and can also increase repeat purchases due of a higher level of buyer satisfaction. .
Also Read: Shopee Introduces Free Return Guarantee Feature
Reporter: Maria Rosari Dwi Putri
Publisher: Siti Zulaikha
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