Category Archives: return and exchange policy

Top 3 ways to Deal with Holiday Returns and Exchanges

Steve Burns Posted On - August 29, 2013

Top 3 ways to Deal with Holiday Returns and Exchanges
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Shopping online has become a craze in this era of high speed internet and bulging pockets. As an e-seller you could not have asked for a better time than this, for the occurrence of the online shopping boom. But all good things come with its share of baggage. The huge demand of customers for exchange and return of products can give sleepless nights to any e-seller. This problem assumes a whole new proportion during the days following the holiday sale. During such a time the management wisdom regarding converting a crisis into an opportunity is probably the last thing that will come to your mind. However, thinking and acting along these lines can help you and your business in a major way. You can view returns and exchanges in a brand new light by following the tips mentioned below.

Returns and Exchanges Gives You a Chance to Impress

Firstly, you should not look at all cases of returns and exchanges as failures. The problem could lie on your end or it could also be due to uncontrollable factors like a change in the customer’s preference. So, it is true that the transaction did not go as it was desired but that does not mean you have lost all scope to impress.

Make the process of return and exchange a hassle-free experience for the customer. This will impress the customer to a great extent and will build their trust. Such a customer is highly likely to come back to you for their shopping requirements in future. So in order to pump up your sales figure and to have repeat sales, do not let go this opportunity. The success ratio of Amazon and eBay is owing to the exclusive support that these top online marketplaces offer to the customers post the purchasing spree.

Returns and Exchanges Can Be Used To Generate Additional Revenue

You can cash in the opportunity by paving a new sales pitch to grab attention of the targeted customers. Interact with your customers when handling a case of return or exchange. Patience is the key. Be nice to your customers who might change their notion about you, making you to win over their confidence, in return.  By providing attractive discounts and offers, you can woo your customer to make additional purchases. This will result in increased revenue for your business.

Returns and Exchanges Can Improve Marketing and Product Selection

Customers are providing you with valuable business insights when they are requesting for an exchange or return for a specific product. Such information can ultimately improve the operational efficiency of your business. So be receptive without being in a quarrelsome mood, as it can harm your online image. There is no point in being curt, but a polite and courteous behaviour where you solve the issues in question can do a lot of good. You might never know when they can become a potential customer!

You need to pay special attention to items that are exchanged and returned very frequently. There could be hidden or unnoticed issues with such a product in terms of description, advertising, photograph, quality and packaging. Thus, you can identify such defects and take remedial measures. This will not only reduce instances of return and exchange of products but will also improve your overall business.

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How the Return Policies can Convert Shoppers into Loyalists

Steve Burns Posted On - May 9, 2013

How the Return Policy can Convert Shoppers into Loyalists
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The website of an e-commerce merchant is equipped with a sell-through rate. It is not only the SEO-friendly wed design of a site, its higher navigational qualities, informative content which can lower down the bounce rate and exit rate of a site, online business ethics also play an important role. Like, as an e-seller, you are more than willing to help a customer to complete his e-shopping journey till the checking out process, offering cent percent satisfaction is absolutely crucial even in the post-purchase phase. As an e-commerce merchant you will not love the idea of having one-time buyers only. If you are looking for repeated sales or want to hold on to your customers, how you frame your return policy and behave with the customers post the e-shopping experience determines whether a shopper would convert into a loyal customer or not.

How a Return Policy can affect an Online Business?

A return policy has the potential to make or break your business. You need to send a warm message that puts the customers in a comfort zone when they are thinking of product exchange, return and the like after buying a product. If you are amiable with your customers not only when they buy but also after the product-purchasing spree, it helps in building credibility and reputation. It is the impulse of the buyers which differentiate whether a shopper will act hastily while shopping or if he is of the nature who goes through the terms and conditions before deciding whether to spend his money or not. Do not let arrogance to spoil your sales count and do not riddle your return policy with threats.

Key Points to Remember while Drafting the Return Policy

  • Place your customers in a safe zone so that they do not have doubts as to whether they would get the active support when they want to exchange an item. Do not be too harsh or outright threatening by using words that can unnerve the customers like “We will not be responsible,” “ we will deduct a restock fee as it’s your fault” and the like.
  • Have your code of business ethics in proper shape. If, as an e-seller, you accept a package before it has been opened, then you accept a return. When the package is tagged with a RMA ( Return Merchandise Authorization), then the whole process gets more simplified. However, as an e-commerce merchant you should be more tolerant to accept packages that are without an RMA and should not refuse
  • Everyone is vulnerable to committing mistakes. If as an e-commerce merchant you realize that the mistake was on your part, for instance, you shipped a wrong product or there was some discrepancies while packing, then do not crib about it, but accept it
  • Stick to the words that you proclaim in your return policy as this inspires trust
  • Do not commit the sin of completely emulating the terms and policies of another e-commerce merchant in your niche or from other niche. There is a general inclination among the online stores to copy paste the terms and conditions penned down in the return policy. It harms the image of an e-shop badly
  • The team of customer care executives that you have must be informed and educated so that they can convey the right information to the potential customers
  • Do not resort too much to using the legal terms or jargon. Elucidate your return policy in simplistic terms so that it is transparent to every shopper.
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