Often new business owners in particular tend to adopt a very dim view of the idea of having a returns policy – and many would much rather adopt an ‘all sales are final’ policy instead. However the fact of the matter is as much as allowing customers to return products that they aren’t satisfied with will impact your profits, not having a returns policy will impact it even more.
Simply put you need a returns policy for your business, and these five tips should help ensure that it is implemented properly:
Come up with a simple policy that is easily understood
All too often businesses attempt to couch their returns policy in legal jargon, and that just makes it difficult for the customer to understand it. If customers begin to doubt your returns policy they may end up just looking elsewhere – so be sure that your policy is simple, in plain English, and can be easily understood.
Do not make the customer jump through too many hoops
As much as you may want to subject every customer who wants to return their products to a thorough inquisition as to why they aren’t satisfied – try to curtail that impulse. By making sure that customers who aren’t satisfied can return their products as conveniently as possible, you will end up increasing the likelihood that they come back.
Make sure the policy is clearly visible
The more visible your returns policy is, the better. A clearly-visible returns policy can inspire confidence among potential buyers and help convince them to make the plunge. Also if you use double integrated labels for your delivery to include a returns label then it will make the returns process that much more convenient for the customer.
Use a standard time frame – with exceptions
It is normal to have a specific time frame in which returns should be made, and using the standard 30, 60 or 90 days is normally a good idea. However you should try to make exceptions in some cases – such as with products that malfunction or break down.
Suffice to say a good returns policy is one that is clear, convenient, and makes the customer feel good about it at the end of the day. That last part is essential, as in the long run it will help make sure that your returns policy ends up being a benefit rather than a burden.