Open Writing

One of the endearing features of American retailing, compared to what I had been used to in the UK, is the willingness, almost eagerness, to exchange or take back goods that the customer is dissatisfied with. I’m sure the number-crunchers must have studied closely the profit and loss implications and decided the policy works in their favor, though it’s hard for me to figure out how.

When I came to the US in 1974, initially I was very reluctant to take advantage of the service, considering that a need to return a purchase reflected badly on my own lack of judgment and decision-making ability. It took several years and my marriage to a native born American, who saw nothing amiss with returning unwanted goods, before I became even slightly comfortable with the idea.

I’ve rarely had need to return a purchase, as the quality of goods, and better descriptive information that accompanies them has improved, but a trend towards more complicated electronics products is forcing me into the mainstream.
Probably I buy more, so called, hi-tech products, than the average consumer. I have a penchant for cutting edge devices: computers, printers, cameras etc., not for frivolous reasons, but because they allow me to satisfy my creative objectives. Also, I have a good ear, and a keen eye, which lead me also to select the best audio and video equipment I can afford.

Though product descriptions are generally thorough, sometimes there are gray areas, and not infrequently my understanding of the innovative technical niceties is inadequate. This has led me on a few occasions recently to return or exchange a product. Though I never succeed in getting everything back in the box the way it came, I have never been refused.

Converging with this traditional, easy return policy, is the growth and acceptance of on-line buying and banking, and the already well-established use of credit cards. The $75 or so I carry in my wallet lasts me for weeks. When I charge something to my credit card, almost immediately it appears on the statement page on my computer, but not the credit for a return.

Trying to become adjusted to this instant flow of information can be the cause of unnecessary anxiety, as I discovered in this past couple of weeks. On one occasion I returned a printer that didn’t work, and exchanged it for another brand. As I was putting it in my car, I noticed features listed on the box that told me I had the wrong model.

I immediately returned it, and since they didn’t have the model I wanted, walked away with two credits. The store’s return policy is that credit card purchases that are returned will be credited within 2 to 3 working days. Three day later the charges were still on the statement, but not the credits. Returning to the store, I was told that sometimes it takes longer.

Sure enough the credits appeared a couple of days later, but not before I had convinced myself that I wouldn’t get back the several hundred dollars without a long hassle.

Not many days later I purchased a computer monitor on-line from a company with which I’d had good experiences. Transactions had been smooth and efficient. The following morning I received an email acknowledgement to my order, telling me that the product was out of stock and it could be ten to fourteen days before it became available.

If I wanted to cancel the order I could, via a form attached to the email. In the meantime I had found another monitor from a different supplier that had more features for slightly less money, so I canceled.

Within a few hours I received another email telling me that the original monitor was on its way direct from the manufacturer, and sure enough, a charge appeared on my on-line credit card statement. I was happy to accept the original monitor, and had not ordered one from the other supplier, but I was concerned about what had happened to my email cancellation.

A phone call to the supplier didn’t result in any reassurance. I requested that they reinstate my order, but since they did not seem to be aware of the cancellation, I am left wondering exactly what is the status of the transaction. That was yesterday. The charge is still on my credit card statement, but I have not received the tracking number usually provided for following the progress of the shipment.

I am starting to feel the first murmurings of anxiety. It’s becoming clear that, whilst straightforward purchases are enhanced by the rapid communication made possible by the Internet and computer accounting, anything out of the ordinary is vulnerable to human error. It’s also clear that our expectations perhaps need to be tempered by the knowledge that on each end of an Internet transaction is a human being.

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