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.
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.
