Survey Finds Consumers Wary about Holiday Returns

December 16, 2005

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Consumers aren�t forgetting to ask for a gift receipt at the register as they scoop up presents this Christmas season, according to a survey by the National Retail Federation (NRF).

The third annual Returns survey, conducted for NRF by BIGresearch, found that 49 percent of holiday gift givers enclose either a gift receipt or an original receipt with a gift most or some of the time, compared with 47.6 percent in 2004.

"Requesting a gift receipt has become second nature for many shoppers, alleviating post-holiday frustration for both consumers and retailers" said NRF President and CEO Tracy Mullin. "Gift receipts guarantee that the consumer is credited the full amount for the item and allow retailers to confirm that the merchandise was purchased in their store."

When it comes to return policies, it appears that retailers and consumers are on the same page. According to the survey, 88.6 percent of consumers find stores' return policies to be fair.

Here are a few tips for stress-free returns after the holidays:

• Know the retailer's return policy before you buy. Most retailers have return policies prominently displayed, especially at this time of year. Gift-givers should read and remember them. If you do not see the policies displayed make sure to ask a sales associate.

• Keep all receipts! Receipts are still the key to hassle-free returns. Many retailers will allow consumers to exchange merchandise without a receipt. However, without a receipt, a retailer may only provide merchandise credit for the lowest markdown-price at which the item was sold in the past 30 days. Make sure to destroy the receipt once you are sure that you will no longer need it.

• Provide all original packaging and all parts (including all tags) when giving a gift. Some retailers won't accept returns unless the item is in its original package. If you plan to take back a gift when it is unwrapped, resist the urge to open it or play with it. No one wants to buy someone else's merchandise.

• Ask for a gift receipt to make gift returns easier. Ask the retailer if he issues gift receipts. These receipts contain all the necessary information to prove the items were purchased, minus the price.

• Make your online returns easy! Returns are a part of shopping, no matter where you choose to shop. In addition to the other common sense rules of returns, here are a few things to find out before you purchase a gift online:

• Know the process � Who pays for shipping the return, you or the merchant? Some merchants will pick up the delivery charges for exchanges, but not for returns.

• Where to make returns � Does the retailer have a physical store, and can returns or exchanges be made there? Make sure you have the correct address if you need to mail returns back to the company. Some merchants have off-site service centers that handle returns that may be in a different location from where the merchandise is sent.

• Don't delay! Consumers should plan to make returns as soon as possible after the holidays to take advantage of extended hours and extra help, and to get the best selection of merchandise for an alternate gift.

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