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WASHINGTON, Dec. 29, 1999 --Holiday
shoppers spent about $4 billion online this year, roughly double
last year's amount, but the jury's still out on how consumers
rate their Internet shopping experience.
Toyrsus.com and the Globe.com
were among online retailers experiencing shipping delays and
other problems that left bare spots under their customers' Christmas
trees.
Now comes the second big challenge -- processing the flood of
exchanges and returns that typically follow the holidays.
"Retailers shouldn't make excuses. They must handle returns
gracefully," said Evie Black Dykema of Forrester Research.
Dykema predicted returns will be unusually high. She said widespread
publicity about shipping delays caused many consumers to rush
out and buy duplicate gifts to ensure that no stockings hung
empty.
Not only is it just good business to make sure customers are
happy, there are also federal and state consumer protection
laws that regulate catalog, telephone and Internet sales.
For example, federal law requires that merchants either deliver
merchandise by the date promised or contact the customer and
offer a full refund. If they do not, the consumer can refuse
to accept delivery of the late merchandise and owe nothing.
Likewise, shipping fees are prohibited on incorrect, defective
or damaged merchandise. Consumers cannot be charged for shipping
twice.
A good return policy isn't just a courtesy, it's the law, New
York City Consumer Affairs Commissioner Jules Polonetsky noted.
The many Web-based merchants who still have ill-defined refund
and return policies would do well to be certain they are in
compliance with their law and post their policies prominently
on their site and on the shipping documents that accompany orders,
she said.
Some e-tailers seem to have sailed through the holiday season
with no major glitches. Amazon.com said its policy of communicating
frequently with customers about the expected date of delivery
paid off.
The Seattle-based retailer said it has set a cut-off date of
Jan. 31 for holiday refunds and exchanges and doesn't expect
to have any difficulty accommodating its customers.
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