topic Re: QUESTION USING REFUND LABEL? in Customer Care

QUESTION USING REFUND LABEL?

princessme — Sun, 20 Jan 2019 16:10:54 GMT

I recently returned 4 items in 1 box.
A coat, a pair of Skechers, a blouse, and a blanket.
I was deducted 6.95 FOUR times off of each return.
So it cost me a total of 27.80 to return these 4 items in ONE box using ONE return label.
I did a live chat with a rep and she said that is correct.

I am still doubting that it is correct?
Anyone offer advice or assistance???

Re: QUESTION USING REFUND LABEL?

I am still oxox — Sun, 20 Jan 2019 15:19:40 GMT

I am not sure she is correct, the price goes by weight not by item

Re: QUESTION USING REFUND LABEL?

LTT1 — Sun, 20 Jan 2019 15:22:44 GMT

@princessme

No, that is not correct if I understand.

I have read and have been told, that when returning items in one package, only one return for SmartLabel is charged.

Maybe the policy has changed?

It would be important to do required follow-up on charges and refund amounts...ugh.

Re: QUESTION USING REFUND LABEL?

Kim-QVC — Sun, 20 Jan 2019 15:23:16 GMT

@princessme wrote:

I recently returned 4 items in 1 box.
A coat, a pair of Skechers, a blouse, and a blanket.
I was deducted 6.95 FOUR times off of each return.
So it cost me a total of 27.80 to return these 4 items in ONE box using ONE return label.
I did a live vhat with a rep and she said that is correct.

I am still doubting that it is correct?
Anyone offer advice or assistance???

Hi @princessme thank you for posting in our Community Customer Care forum. I apologize that happened, no, that is not correct. I checked our policy regarding multiple return items in one box and it states "Customers using a Q Return Label with multiple items in the box will be charged for one label." Please email me at QVCSocialTeam@qvc.com with the returned orders information and I can assist, thank you. ~Kim

Re: QUESTION USING REFUND LABEL?

KingstonsMom — Sun, 20 Jan 2019 15:35:18 GMT

I'm curious to see what the moderators say on this issue.

When they first started with their return label I did the same thing (all of the items were supposed to be returned to the same return address) and I was also charged for return shipping on each item in that one box.

When I called CS (that was before we had the Mods here), I was told the same thing, so I never used their return label after that and I still don't.

I pay for my own return shipping. At that rate it's much cheaper and definitely much faster to get my refund!

ETA: After seeing @Kim-QVC's response above, it sure would be nice if the return warehouse employees and the CS reps. knew and followed 'policy'!

Re: QUESTION USING REFUND LABEL?

LTT1 — Sun, 20 Jan 2019 15:33:28 GMT

@KingstonsMom

Have you found it necessary to alert the people who receive the parcel that multiple items are inside?

Not sure what the most expedient way to do this would be?

Re: QUESTION USING REFUND LABEL?

GCR18 — Sun, 20 Jan 2019 15:34:48 GMT

1 box = 1 return fee. $6.95, $8.95, $10.95. The heavier the package, the price increases. The exact weights are in the returns info, link on bottom of the screen. 4 items should be the lowest.

Re: QUESTION USING REFUND LABEL?

GCR18 — Sun, 20 Jan 2019 15:36:42 GMT

@LTT1 wrote:
@KingstonsMom

Have you found it necessary to alert the people who receive the parcel that multiple items are inside?

Not sure what the most expedient way to do this would be?

I've never alerted anyone and haven't had an issue.

Re: QUESTION USING REFUND LABEL?

KingstonsMom — Sun, 20 Jan 2019 15:44:32 GMT

@LTT1 wrote:
@KingstonsMom

Have you found it necessary to alert the people who receive the parcel that multiple items are inside?

Not sure what the most expedient way to do this would be?

@LTT1

Yes! I found that only the one item whose label I used was just scanned and credited.

When I called to find out why the other items weren't credited, I was told that I should have marked on the outside of the box, how many items were enclosed.

You would think that they would open the box, not simply scan the bar code!

Otherwise, you could put the label from any (more expensive) item on the box and get credit for more than the value of the item actually inside.

That's when I decided it was too much trouble to bother with their return label.

Re: QUESTION USING REFUND LABEL?

IMW — Sun, 20 Jan 2019 15:52:45 GMT

I have alerted the # of items on outside and inside box.

I was charged for multiple pieces.

I am delighted this is QVC policy——why isn’t It uniformly applied?

@KingstonsMom wrote:
@LTT1 wrote:
@KingstonsMom

Have you found it necessary to alert the people who receive the parcel that multiple items are inside?

Not sure what the most expedient way to do this would be?

@LTT1

Yes! I found that only the one item whose label I used was just scanned and credited.

When I called to find out why the other items weren't credited, I was told that I should have marked on the outside of the box, how many items were enclosed.

You would think that they would open the box, not simply scan the bar code!

Otherwise, you could put the label from any (more expensive) item on the box and get credit for more than the value of the item actually inside.

That's when I decided it was too much trouble to bother with their return label.

Re: QUESTION USING REFUND LABEL?

GAQShopr53 — Sun, 20 Jan 2019 16:04:19 GMT

When I inquired about sending items back I was informed that you can send more than one item in the same box just ensure the items were going to the same returns location (I could tell by the return label address)...i.e. jewelry went to one location, home items were sent to another location, and clothing to another. If the item was damaged I used the return label while just grouping other items (especially jewelry) in the same box and shipping at my expense. I am happy to say I have rarely had to return a large ticket item.

Re: QUESTION USING REFUND LABEL?

princessme — Sun, 20 Jan 2019 16:14:32 GMT

Thank you Kim.
I will send an email with the order numbers.
Thank you for your assistance!

Re: QUESTION USING REFUND LABEL?

Nightowlz — Sun, 20 Jan 2019 17:26:20 GMT

No that is not correct. You only used 1 of Q's return labels???

I ordered 2 pieces of clothing when Q had free shipping to see how they fit. They were humongous so I returned them. I received them in 1 bag & returned them in the same bag using 1 return label. Q did charge me for 2 return labels. I called CS & told them they shipped it to me in 1 bag & I returned it in 1 bag & was only paying 1 return label charge because that's all I used. They credited me back for the other return label charge.

That's BS you need to call Q & tell them you only used 1 label. If Q is doing that I would not order a ****** thing from them.

If you had taken your box to the post office & paid for your own label to ship back 1 box Q cannot turn around & charge you return shipping on each item.

Re: QUESTION USING REFUND LABEL?

loriqvc — Sun, 20 Jan 2019 17:50:02 GMT

I'm glad that Moderator Kim is helping the OP with this issue; I typically have had no problems with returning multiple items to the same address in the same package and only having the Q label fee deducted once.

However, the items the OP lists as being sent back together seem odd to me—based on my experience, I would guess that items like shoes or a coat or blanket (depending on the size, of course) would not qualify for the $6.95 label like the blouse would, and I'm not sure they'd all be headed to the same destination for return processing. For example, when I recently returned a jacket, it had the $10.95 label because it was quite heavy and bulky, and I'm fairly sure the shoes I returned about a year ago had the $8.95 label, again due to the weight of the item. Perhaps the problem encountered by the OP is due to the types and weights of the return items, not the return label and process (though I definitely agree that there are often issues with them).

Re: QUESTION USING REFUND LABEL?

H2OSkiGirl — Sun, 20 Jan 2019 20:52:54 GMT

I returned six items on one box paying my own shipping, but I taped the barcode of my order number for each item on the box. That way they could see the barcodes for all six items right away. (The barcodes are right on the label you use when you ship the item back on your own)

I did not know you could combine items in one box and use one of their smart lables and only be charged once. I just assumed the charge for the one label was based on the weight for the one item so I didn't even try. That would have been cheapter.

I still have not seen any refunds processed so I'm not sure if this is faster or not. I do know the package got to QVC because of the tracking number.

Re: QUESTION USING REFUND LABEL?

MSUSpartan155 — Mon, 21 Jan 2019 01:23:37 GMT

From the Customer Service & FAQs link:

How do I return multiple items with one return label?

We want to keep the return process as easy as possible!

You can return as many of the items that arrived together in one box with the one return label you received, and you'll only be charged for one return label fee.

To return items from different shipments at one time, you can use one box and one return label as well.
To print a replacement return label, go to the Order Status page on QVC.com.

Re: QUESTION USING REFUND LABEL?

H2OSkiGirl — Mon, 21 Jan 2019 02:54:00 GMT

@MSUSpartan155 wrote:
From the Customer Service & FAQs link:
How do I return multiple items with one return label?
We want to keep the return process as easy as possible!
You can return as many of the items that arrived together in one box with the one return label you received, and you'll only be charged for one return label fee.

To return items from different shipments at one time, you can use one box and one return label as well.
To print a replacement return label, go to the Order Status page on QVC.com.

It would be better if they specifically said under the first bullet that you would only be charged for the one return label fee in this situation as well. Why distinguish between items in the same order or not if there is no difference in how they handle the return label fee. It's just not clear to me the way it is written.

Re: QUESTION USING REFUND LABEL?

SeaMaiden — Mon, 21 Jan 2019 14:43:36 GMT

QVC seriously has problems with their return policy. They need to get EVERYONE who handles returns on the same plate...... it one person says it is this way... and another person says it is another way... and the moderators say no it is this way.... nothing is getting fixed. FIX THE SYSTEM... do not make customers have to call and notify three or four different people to fix a mistake that QVC should not be making... and making ON THIS RETURN ISSUE for many many years now.

QVC have a meeting with everyone who talks to customers and who handles the returns about how the returns are processed... get everyone together and talk about this.

This issue with return overcharges is just getting ridiculous and has been going on now for years.

FIX IT.

Re: QUESTION USING REFUND LABEL?

Gorgf — Tue, 22 Jan 2019 12:49:01 GMT

Years ago I was told that items from two different shipments could NOT be sent back in one box.

Now it seems this has changed when they pack a variety of of orders in one box It is ok. Then some customers get charged for each item anyway. I am lucky not to have to return much, usually damaged or defective items. The warehouses are not on board?

Re: QUESTION USING REFUND LABEL?

Lipstickdiva — Tue, 22 Jan 2019 15:27:38 GMT

@LTT1 wrote:
@KingstonsMom

Have you found it necessary to alert the people who receive the parcel that multiple items are inside?

Not sure what the most expedient way to do this would be?

@LTT1, if I am returning more than one item in a box, I always write on the package in black marker how many items are enclosed so they can catch it. I've never had an issue.