Customer returns and refunds are never the fun part of operating a business or e-commerce store. However, they’re one of the more crucial aspects of selling a product online or in a physical store. They come with the territory of retail sales and your store should have a good and simple return policy. Let’s go over how this is achievable.
Building Trust With Your Customers
Customers now expect each store they visit and every e-commerce store they browse to have a mandatory returns policy. Without one, potential customers may be discouraged to continue browsing through your online store as there is no sense of security or stability – making it easy for the potential customer to look toward a more trustworthy competitor.
Having a refund and returns policy creates a sense of security for customers, who are therefore more likely to trust your business. It’s also important to have your policies clearly displayed on your main home page navigation, most commonly on the footer of your website.
Your return and refund policy will be seen by many people as a guarantee that the product will be of their satisfaction or else they’ll receive their money back. The more clear you are on your policy of customer returns and refunds, the more confidence you display in your business. This will reflect positively on customers.
Managing Customer Expectations
Now with all the information on your policy page, customers will know what to expect when purchasing a product; such as how much the return will cost or if it’s free, if limited-run products are not eligible for refunds, time limits, and any restocking fees.
For example, if you run a clothing store, your policy could mention that items must be in original packaging and the tag must not be removed in order to be eligible for a full refund. This manages the customer’s expectations and ensures there are no issues or confusion about how the returns process works. This also ensures your customer questions are instantly answerable without needing to be in contact with customer service. All the answers should be on your policy pages and the FAQ page.
Showcasing Professionalism
Having a return and refund policy available to consumers alongside a privacy policy and the standard terms and conditions page will demonstrate your company’s responsibility and professionalism – another builder of trust and security and in turn, a builder of customer loyalty.
People will be more likely to purchase from a business that appears professional and has all the required policies that a customer looks for in a company, before making a purchase and placing their trust in your hands.
