Collegebookrenter.com unfair annd unethical return policy Internet

The customer placed an order with our company on Saturday, April 16th for the book in question. At the time an order is placed, a message appears that states Please verify that all above information is correct. Once the order is finalized, it cannot be changed or cancelled.
 
The customer sent an email on Monday, April 18th requesting that this order be cancelled because she had dropped the class. We are unable to stop orders that have already been processed so the customer was sent an email that we were not able to stop the shipment, but that the book could be returned for a refund of the rental fee. The email gives very specific instructions for the return process and includes our return for refund policy. Our refund policy states 90-day rentals (which is what this customer selected) must be returned within 20 days of the original order date. To qualify for this refund, your return package must be postmarked by UPS within 20 days of your original order date." Since the original order date was 4/16 this book needed to be postmarked by 5/6. We provide prepaid UPS return labels and have the ability to track the progress of the package as well as see when the label was created. This return label was not created for return until 5/10 and was not scanned with UPS until 5/12- almost a week past the return for refund limit. The book was delivered to our warehouse on 5/16.

The package was delivered to the customer on the 26th of April. At that time, it could have been returned for a full refund of the rental cost. Since the return label was not created for 14 days after the package arrived, the approved time frame for the refund expired.

The customer emailed on Monday, May 30th inquiring about the status of her refund. In that email she stated that that the book was returned within the 30 day period. The customer was notified at that time that we do not have a 30 day return policy. When this customer created her account she did check that she had read and agreed to our Terms of Use policy. Our Refund Policy is included in the Terms of Use.

We must enforce our return policy, because if customers do not return their books in a timely manner, it prevents our company from being able to rent or sell the used book to another customer.

The customer filed this complaint with the BBB, and the BBB found in favor of our company.