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ESCAENPA

Customers, returns and chargebacks

For the customer, the seller is you. It doesn’t matter that a supplier in China ships the product: the legal responsibility is yours.

Your customers’ rights in Spain

14 days to returnThe customer can return without giving a reason within 14 days of receiving the product. If you didn’t tell them about this right, the period extends by up to 12 more months.
Refund within 14 daysYou must refund the money, including the original shipping, within 14 days of being told they’re withdrawing (you can wait until you get the product back).
3-year guaranteeIf the product turns out faulty within 3 years of delivery, you must repair it, replace it or refund the money.
Delivery within 30 daysIf no other period was agreed. If you don’t deliver, the customer can cancel and ask for their money back.

The returns problem in dropshipping

Many suppliers don’t accept returns, or the parcel has to go back to China, which costs more than the product. In practice, many shops end up refunding the money and letting the customer keep the product. That’s why you need to set money aside for returns on every sale.

Chargebacks and held funds

  • Chargeback: the customer complains to their bank and gets their money back. You lose the sale and pay a fee on top.
  • If you get many chargebacks or complaints, Shopify Payments, PayPal or Stripe can hold your money for weeks or close your account.
  • The best defence: reply fast, give the tracking number and refund before the customer goes to the bank.
Answer every message within 24 hours. In dropshipping, customer service is what most separates a serious shop from one that ends up closed.