Having a solid returns and exchanges policy can be a deal maker/deal breaker when it comes to online shopping. A steady and loyal customer base is built on how you frame your exchange and returns policy. Handling returns professionally ensures continued patronage. After a few years of ground breaking, the average customer today looks for free shipping and a good returns policy. This is more important in the online shopping platform because the customer does not interact with the purchase in person, as they would in a physical store.
Knowing the entire reverse logistics procedure helps, when dealing with returns.
How to write returns and exchange policy
While writing your exchange and returns policy, do not display it in fine print. Do not hide it. Display it in the site, where it is easy to find and read. The main menu should have space for clear returns policy. There is no one size fits all scenario when I comes to returns policy. So, refrain from copying someone else’s policy. Customize it to fit your business. If you sell fresh farm produce, you cannot afford to take returns after a week of purchase. If you sell electronics, a week is still part of a trial period.
Use clear and simple English. Do not confuse customers by using verbose language. Avoid phrases like ‘you must’, ‘you are required’ or ‘we are not responsible for’. They tend to discourage the customer from buying from your site. Reword it to drive across the point in an amiable manner.
State it that when you exchange, whether you offer store credit or return their money. Do not make the customer feel cheated when he asks for refund and you haven’t mentioned anywhere that you offer only store credit. Think proactively and include all this in your policy statement. Also mention what they have to produce when they ask for refunds/returns/exchange; bills, original packaging, guarantee certificates etc.
Damage control measures
At all costs, save your reputation. Do not recede on a promise. If you mess up, admit to it, apologize and make up for it. If it is your fault, make amends. Honor a policy you have committed to. If you change policies and there is a purchase that requires exchange but was bought during the old policy times, play it fair and honor the old policy.
Customized policies
Stay afloat in the competition. Try to match your peer in every aspect. If he has a USP there, try to emulate it. And better yet, improvise on that. A lot of online shopping sites are popular primarily because of their returns policies.
Shipping logistics
It is tough for a small business to plan the shipping cost so as to offset returns and exchange related shipping cost involved. Have an account with a shipping carrier who offers good prices on repeat business. Overall shipping cost can be reduced by keeping track of late shipments. If you are eligible for late shipment refunds, collect it. With time, you will learn the ropes and price accordingly, to accommodate returns and exchanges.
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