The success of a business, according to ecommerce experts, relies on not only the features of the product you are selling, but it also includes the combined effects of your staff members, your rules and regulations, and your customer service policies - even after sale.
Regardless of the size, businesses commit a few errors once in awhile. To make up for this, businesses usually rely on their solid return policies. By having a clear and fair return policy, not only are you given an opportunity to make up for the error, but it also shows your customers that you are focused on their needs, making it a good way to maintain their loyalty to your brand.
So if you’re quite new to the ins and outs of an ecommerce business and how to make a clear and fair return policy, we’ve listed down some pointers to help you out:
This line is what most doctors and medical workers would say about maintaining good health. The same concept is applicable in handling returns for your business. Minimizing the probability of returns even before the point of sale is the most practical and hassle-free way to prevent customer dissatisfaction from your products. To do so, your store websites should be able to provide detailed product descriptions and appropriate products and videos in order to help the customers before they fully decide on purchasing the product.
Some businesses make the mistake of not allowing returns for products, which tells customers that the business is not really centered on their needs. While it is only right to have confidence in your products, it is equally important that your customers could easily return items if they are dissatisfied with it. Depending on the circumstance, you can grant the customer a full, partial, item exchange or nothing at all.
Make it conspicuous
While most of us would primarily focus on the general look of our ecommerce website, it’s also important that your return policy is conspicuous so that it could be easily accessed by your customers.
Spell everything out and provide details
Since we cannot prevent all errors or control how the customers perceive our products, it is important that your return policy would provide your customers a clear guide on the process and the rules that govern it.
Use simplified terms
While you know that return policies are basically legal documents, not everyone has a background in law so don’t expect your customers to understand all that legal terms. Make your policy as simple as you can to avoid confusion.
Provide important details and write them all down
Because your return policy is technically a legal document between you and your customer, you are required to put all the details that are covered by your business’ return process such as the validity of the return period, the length of time it would take to complete the return, if they would get store credit or a replacement item, or if the return shipping would be shouldered by the customer or not. All of these details have to be spelled out so that the customer knows what to expect from you.