Just when you think the job is done and you can relax, you find that circumstances conspire against you. I am sure this is how David Cameron felt after the election, and it is also a feeling that many online retailers feel when their products are returned after making a sale.

When selling online the deal is not complete until the customer has received their goods, and is happy with their purchase. The rules regarding return of goods are quite different from those in force when you sell in-store, and the customer has a great deal more flexibility. For example, customers have up to 3 months to request a refund, for any reason, when they have bought online and they are also entitled to their refund before you receive the goods back, potentially at your cost. These are just some of the conditions laid down in the Distance Selling Regulations and the European Ecommerce Directive. However, you can limit your exposure to many of these conditions by setting out clear terms & conditions of trading on your ecommerce website at the point of sale. For example, you can limit the timescale for returns to no more that 7 days following delivery.

So, you can limit your contractual obligations, but what about something over which you have less direct control; the performance, attitude and behaviour of the company, and in particular, the driver delivering your goods.

We have probably all been on the receiving end of a driver for whom contact with the public was not the ideal career choice. But we have also met the driver who, quite literally, goes the extra mile to ensure we receive our goods on time, in good condition, and with a smile. What a difference this makes to our perception of the company we are buying from. In addition, considerations such as timed delivery slots and online consignment-tracking, enhance the reputation of the retailer.

The best advice; review your terms & conditions, and take care to choose a reliable and appropriate delivery partner. Only then can you be sure that the job really is done.