ASOS revamps returns process

In an attempt to tackle the problem of fraudulent returns, ASOS has sent an email to its customers warning it will deactivate the accounts of customers should the items be worn out prior to return.

ASOS has extended its returns time limit to 45 days, but will investigate any unusual behaviour where it comes returns in order to safeguard its profit margins.

Under the new returns service, those who return items within 28 days will be given a full payment refund. Those returning between 29-45 days after the purchase will be given an ASOS gift voucher.

ASOS notified customers of this change via e-mail on 4 April: “If you return anything within 28 days, we’ll refund you as normal… and after that (up to 45 days), you’ll now get an ASOS gift voucher for the amount you spent.

“We also need to make sure our returns remain sustainable for us and for the environment, so if we notice an unusual pattern, we might investigate and take action,” it said.

The ASOS web site explains that any “unusual pattern of returns activity that doesn’t sit right: eg we suspect someone is actually wearing their purchases and then returning them or ordering and returning loads,” then it may “have to deactivate the account and any associated accounts.”


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