Simple Tips for Managing Online Product Returns
Product returns are part and parcel of running an online store. No matter what, you’ll encounter some returns regardless of the excellence of your product or the level of customer satisfaction you aim to achieve. However, you can and should strive to minimize them. Here are some straightforward strategies to manage product returns effectively in your eCommerce business.
The biggest trigger for product returns is dissatisfaction. To reduce this, make your product descriptions as precise and detailed as possible. If you’re dealing with complex items, include a how-to-use video or quality photographs to illustrate the product in use. Make sure to verify the accuracy of each product sent out – it may require more effort, but it saves money on handling return-related costs in the long run.
Believe it or not, an easy return process can actually boost your sales. Returns offer security to customers, making them feel less hesitant to purchase. Even though a “no return, no refund” policy might seem appealing, it could deter potential buyers, costing your business lost sales.
A clear and simple return policy is equally important. Use clear terms that customers can easily grasp. Make your return policy prominent on your site, as this can directly influence purchase decisions.
Also, be upfront about any costs linked to returns. If you can’t provide free return shipping, make it clear from the start that this cost will fall on the customer. Transparency is better than surprising a customer with an unexpected expense – this can turn into bad PR for your business pretty quickly.
Usually, businesses allow a set period for returns. This period can differ based on the nature of the product and reasons for return. It might be a week or up to 90 days in some cases. Make sure this timeline is clear and easily found on your website.
Lastly, clarify the form of returns – whether it’s a cash refund, product exchange, or store credit. Many customers prefer cash refunds, especially if the return is due to a product malfunction.
Above all else, ensure your customer service team treats every return request with respect and professionalism. Even with these tips for managing online returns, remember that happy customers are your best marketers. Treat each return request appropriately and leave customers singing your praises – it’s the best word-of-mouth advertising you can get!
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