Returns are more complicated with online stores, especially when dealing with merchant credit card processing and adding money back to a card. An effective return policy makes things simple, and will help boost online credit card processing opportunities.
What are the Facts About Return Policies?
Returns for online orders can reach into the billions of dollars for merchants each year. If your company offers a policy with clear information and steps, you can reduce the amount of unwanted returns. The easiest way is to create policies by “Return Type”.
Defective Item Policy: Write a policy to handle manufacturer mistakes, and write it in a way that dictates the item is returned to the shipper before granting a refund or replacing it. Also have a method to differentiate between a defective and damaged item, and decide how a consumer should move ahead based on the type of defect.
Be sure to clarify criteria and expectations for shipping the return, and state if a customer will get a replacement part vs. a replacement product. Include instruction manuals and warranties in paper form and online.
Returns of Damaged Goods Policy: Tell customers to refuse to sign for a shipment when it shows up visibly damaged. This allows the merchant to file a claim with the carrier and quickly replace the item for the customer. If a return of damaged property is necessary, instruct customers to maintain the original packaging. Have them notify you of damage within 24 hours and get in touch with the carrier quickly.
Wrong Item Shipped: Send a confirmation email with the item number and quantity ordered, and ask the customer to send it in with a returned product. This sometimes happens when the order appears differently than anticipated, and often customer service can offer the customer alternatives.
Non-Returnable Products: Specify any items in direct contact with the body or that come shrink-wrapped must be returned unopened or unused for a refund.
Low Value Items: It doesn’t make sense to allow the customer to return an item less than $50, as the cost of returning it to the manufacturer will be too expensive – so rely on the customer service team to convince the consumer to keep it.
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