Customer returns are always a sensitive issue. Usually, they occur because customers aren’t happy with the services provided.
Fortunately, you can sometimes turn things around if you get your returns policies right. But how do you do this, exactly?
Here’s our two cents:
Do Make Your Returns Policy Clear
Try to avoid making your policies unclear in any way. Among the things that businesses can do in case of customer returns is to make sure that the return policies are stated and easily accessible. This reduces confusion because both the customers and the staff have something to expect from one another.
That aside, the return timeframe, the conditions for return, and any required documentation need to be spelled out. Beyond instilling trust with the customers, a well-crafted return policy minimizes disputes at the actual time of returns. Once it is given online, in-store, and on receipts, misunderstandings can be avoided and it will be much easier for the customers.
Don’t Make Customers Feel Guilty
At the same time, you’ll also want to avoid the temptation to make customers feel guilty. Returning products to you should be a natural and enjoyable experience, something that ensures that they get what they want.
Some businesses embarrass their customers for returning items, or make them jump through hoops. But these tactics aren’t usually worth it, and are often a false economy.
Therefore, always avoid making the customer feel they are at fault in some way for bringing a product back. Give them permission to do it and integrate it into your marketing as part of the appeal of your service. Convince them you don’t mind when it happens.
Do Make Returns Hassle-Free
Ideally, you want to make your returns process as hassle-free as possible. The fewer hoops customers must jump through, the better off you’ll be.
That’s where 3PL fulfillment services come into the picture. These outfits can handle returns for you, using their professional approaches to ensure everything gets done in the most efficient manner possible.
This approach often saves a lot of time and makes it easier to handle, because professionals have systems in place that just work. It saves you from having to do everything in-house.
Don’t Make The Process Complicated
You also want to avoid making the process too complicated. Strict timelines can make it feel like a burden for customers to send back their items.
Instead, look for ways to simplify the process and make it worthwhile. Look for opportunities to do what you can, including partnering with local businesses who can process returns on your behalf.
Usually, supermarkets perform this role. However, you can also get mail services to do it, too.
Do Ensure Documentation Tracking
Lastly, it’s a good idea to ensure documentation tracking when dealing with returns. Making sure you keep track of everything can be helpful when it comes to processing and digitising your services. You don’t want to be in a situation where you can’t find the records and your customer can’t return their product.
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