RALEIGH, N.C. (July 16, 2025) – Online shopping is growing, which means online returns are increasing, too. However, policies and processes vary from store to store. Figuring out how to get your item back to the seller and your refund in the bank isn’t always easy. To make the process as smooth as possible, BBB Serving Eastern Carolinas (BBB) recommends the following.
“Make sure to carefully read the return and refund policy before buying an item.” said Mallory Wojciechowski, president and CEO of BBB serving Eastern Carolinas. “Businesses’ policies can vary greatly, with some charging restocking fees, requiring the customer to pay return shipping, or only allowing returns for store credit.”
Tips for returning online merchandise
Check store policies before you buy. This is the number one way to avoid an unsatisfactory return experience. Usually, retailers are not required to have any specific refund, credit, or exchange policy. It’s up to you to find out what your refund rights are. Search the retailer’s website for their return and refund policy to determine your options. If the retailer doesn’t have one, consider it a red flag.
Read the fine print and the return policy. Some stores charge a restocking fee or make you pay the cost of return shipping. Check the fine print before paying through PayPal or a “buy now, pay later” installment service. For example, you may be unable to return those online purchases to a store. Make sure you know whether to return the item in person at a store location, or online.
Verify the seller. Some online retailers allow third-party sellers on their platforms. So, if you are purchasing from Amazon, double-check to see if the product is coming from Amazon or a different seller, who might have different return policies.
Read consumer reviews. Search consumer reviews for any experiences with returns or refunds. If you find several customers had difficulty returning or receiving a refund, know that you run the same risk. You can look at reviews on the seller’s website but be sure to check other sources, too, like BBB.org.
Save your order confirmation number, receipt and packaging. Keep these documents and store them in a safe place for the time your purchase is eligible for a return. You may need them when dealing with customer service later.
If you need help with a problem, contact customer service. If you are having trouble with a return, contact the customer service department or a manager and ask for help.
Watch out for scams. If you purchase from a fraudulent seller, you won’t be able to exchange your product or get a refund. Some legitimate-looking websites con consumers by offering tracking numbers on PayPal purchases but never deliver the promised product. Keep an eye out for fake websites and steer clear.
For more informatio
Read the BBB Tip: Smart Shopping Online for more tips on online purchases. In addition, review BBB’s tips for the safe delivery of your online purchases.
For more information, visit bbb.org.
About BBB of Eastern Carolinas
Better Business Bureau serving Eastern Carolinas is a 501(c)(6) not-for-profit corporation serving 48 counties in North and South Carolina. The organization is funded primarily by BBB Accredited Business fees from over 5,200 local businesses and professional firms. BBB promotes integrity, consumer confidence and business ethics through business self-regulation in the local marketplace. Services provided by BBB include reports on companies and charitable organizations, general monitoring of advertising in the marketplace, consumer/business education programs and dispute resolution services. All services are provided at no cost to the public, with the occasional exception of mediation and arbitration. Visit BBB.org.
