Almost one in 10 in-store purchases will eventually be returned. That number is tripled for ecommerce transactions. This statistic underscores the importance of preparing for this inevitability by developing a solid product returns policy.
You will need to craft a return policy that is well-organized and aligns with your brand image. When this set of protocols is transparent and is crafted to connect with your customers, shoppers will become more loyal to your brand as their trust increases.
The following proven strategies can help you to implement a solid, shopper-friendly policy that enhances your business while keeping customers at the top of your priority list.
1. Be transparent and concise
Customers respond positively when your policy is to the point and easy to comprehend. Focus on writing sentences using everyday words that people can readily understand, without the need for a dictionary or a legal textbook.
Your goal is to promote confidence in your business and its credibility.
2. Prominently display your policy
Whether in your physical store or online, make your policy easy to find. Include the document in as many places as possible, including next to the cash register of your retail POS system, on your website, attached to post-purchase emails, and even in the box of a shipped item.
Taking this step can actually help you to avoid credit card fraud since many disputed charges stem from confusion about the product returns process.
3. Specify a clear return window
As part of your commitment to promoting clarity and transparency, be sure that you are specific about how long your customers will be given to complete a return.
Typically, the period for returns and exchanges is anywhere between 30 and 60 days after the purchase.
4. Define the product condition
Receiving used or damaged products from customers can mean that you will be unable to ever sell them to anyone else. For that reason, it is crucial that you detail the condition that the returned product needs to be in when brought back to your store.
This could include specifications such as unopened packaging, unwashed, with original tags, or any other requirements deemed important by your company.
5. Describe your refund type
Refunds can come in a number of forms. For that reason, you need to let customers know whether they will be getting in-store credit, cash, or a full refund on the original payment method.
You will also want to address how you will handle requests from customers who do not have a receipt. In most cases, retailers offer store credit.
6. Specify return shipping responsibility
When someone buys a product online and later makes a request to receive their money back, there are some added complications. The most notable of these is who is going to pick up the tab to have the merchandise shipped back.
If the onus for that is on the customer, this needs to be clearly stated on your website, on the receipt, and in follow-up emails.
If you have the financial means to absorb return shipping costs, you might choose to send a prepaid return label in the box along with the original purchase.
Retailers with a physical store often allow their ecommerce customers to bring returns into the shop for a seamless resolution. Providing these complimentary services is a great way to boost buyer loyalty and leave clients with a positive impression of your store.
North is a leading financial technology company that builds innovative, frictionless end-to-end payment solutions designed to simplify and grow businesses of all sizes. From the front door, to the back office, the developer world, and partnerships that expand the payments landscape, North offers proactive, comprehensive merchant services, in-house processing, and more.
