With online purchases, you don’t know what will happen after you ship an order. Packages pass through many hands during their journey to the customer. They can be torn or damaged. Or, customers simply don’t like what they get. Though no one can deny the success of online selling, it always comes down to how retailers can handle online purchase refunds.
If customers aren’t fully satisfied with their online purchase, you as a retailer would want to offer them an exchange or refund. If a suitable replacement cannot be found for an online return request, your other option is to refund the order.
Usually, a buyer must return the items before he or she gets a refund; however, it is up to the seller to do the refund before or without receiving the returned product. For example, if a buyer claims that they didn’t receive the item they bought online, then obviously they cannot return it.