Bought on Black Friday and regretted it? Find out how to trade and what your rights are

338,000 exchanges or returns of products purchased between Thursday and Friday are expected to take place this year, according to a tracking website

THE sextafeira Negrawhich heated the retail market Brazilian, this Friday 25 officially ended. For some, however, the post-purchase period could be one of regret. For suppliers, an opportunity to strengthen customer ties. To exchange or return a product, you must pay attention to your consumer rights.

According to data from 2021 of the Procon SP, more than 700 complaints were filed with the agency that year. The main reasons were delay or non-delivery of the product, order cancellation, price change, discount trick and unavailability of the product or service.

In online retail, the projection of exchange and return requests for products purchased between Thursday and Friday is around 338 thousand, according to data from Black Friday hour by hourtracking website Neotrust. For purchases made in the month, approximately 2.1 million items are expected to be exchanged or returned, equal to 7.5% of the amount negotiated.

OR Consumer Protection Code determines that the return of the purchased product must take place within seven days of purchase or delivery. In this case, the customer should not be charged. We recommend that you register your cancellation request in writing.

In case of delays, non-delivery or other problems, the customer must contact the company and register his request. If you are unable to solve the problem, you can ask Procon for help.

After Sales Manager, Rodolfo Ferraz recognizes the potential of E-commerce, but highlights its complexity when it comes to after-sales, marked “by many frictions”. Reinforces the need for supplier intelligence to help reduce negative impacts surrounding online purchasing decision and consumer satisfaction.

“By being strategic in the post-purchase period, the retailer maximizes their chances of building loyalty. And, more loyalty, more loyalty, more recurrence,” he says. For him, recurrence is a consumer’s intention to repurchase.

Fashion is the segment with the highest volume of exchanges or returns. The percentage of requests exceeds two digits. More often than not, the customer’s justification is for not meeting expectations.

See the main reasons for the exchanges:

1 – Dissatisfaction due to quality below expectations or defect found in the product: around 27% of the total requests

2 – Modeling problems or different size than expected (body fit and fit): about 25% of all requests

3 – Unsatisfied color: does not meet expectations / expectation different from reality / or regret: about 15% of the total

4 – Fulfillment or logistics issues (delays in delivery, wrong goods sent, wrong quantities sent, delivery problems): about 8% of all requests

Procon-SP guidelines for exchanging products purchased in physical stores or on the Internet:

1. Swap by flavor or size

The shop is not obliged to make the exchange, unless, at the time of sale, it has made a commitment to the customer to do so. Most stores choose the service to win over the consumer and make a new sale.

Therefore, before buying, it is important for the consumer to find out about the exchange conditions of the establishment.

2. Swap by default

The supplier has up to 30 days to resolve the issue. Therefore, it is essential that the consumer has a document with the day the complaint was filed.

If the repair is not made within 30 days, the consumer can choose to exchange the product, refund the money or reduce the price pro rata.

In the case of an essential product, or if, due to the extent of the defect, the replacement of the damaged parts compromises the fundamental characteristics of the product or reduces its value, the 30-day term does not apply. In this case, it is up to the refund of the amount paid or the immediate exchange of the product.

3. Online purchase

If the purchase is made by telephone, catalog or internet, for example, the consumer can exercise the right of withdrawal within seven days from the date of purchase or receipt of the product. It is important to formalize the withdrawal in writing.

If you have already received the product, you will have to return it, with the right to a refund of the amount paid, including shipping costs.

If you only want to exchange the product, you should check the site’s exchange policy.

4. How to trade

Keep the invoice or purchase receipt and present it at the time of exchange. In the case of clothing, keep the product label.

5. Exchange value

When making the exchange, the amount paid for the product must prevail, even in the presence of liquidations or price increases.

Recalling that, when the exchange is for the same product (brand and model, changing only the size or color), the supplier cannot claim added value, nor can the consumer request a price reduction, in the event of a variation between what was paid and the value on the day of exchange.

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Source: Terra

Ben

Ben Stock is a lifestyle journalist and author at Gossipify. He writes about topics such as health, wellness, travel, food and home decor. He provides practical advice and inspiration to improve well-being, keeps readers up to date with latest lifestyle news and trends, known for his engaging writing style, in-depth analysis and unique perspectives.