The UK belongs to one of the European trios, making the most order returns. The reasons for these returns are several: the product is damaged, the product is of the wrong size, the expectations of the buyer do not meet. As an online dealer, you are keen to ensure that customers have their shopping experience to their satisfaction. A transparent policy of returns that benefits everybody is critical.
What is and why do you need a return policy?
Return policies are guidelines that a trader develops to control how customers are not happy with returning and exchanging goods. They tell the customer under which circumstances and the length of time for which returns can be returned.
Why has a return policy been established?
Refunding an order can cause a loss of profitability and, it can also be frustrating to realize that someone does not like your product. You provide all the information consumers need to know when ordering with a clear and detailed return policy and, at the same time, decrease the number of returns.
The advantage of a customer-based return policy
Corporations are conscious that a customer-friendly return policy is a great marketing tool. 68% of shops online find out before they even purchasing a store’s return and exchange policy. Many traders are searching for new ways to retain customers with rising customer acquisition costs. Although returns and exchanges do not directly boost the company’s sales, the consumer experience is greatly enhanced, sufficient to retain customers and stable long-term clients.
The Risks of a Policy of Return
The hazards of a poorly implemented return policy will impact the image and conversion rates of a store. Each return can cost your company very fast to manually-process. It becomes necessary to find a return and exchange management option that will benefit both your company and your customers.
What is an RMA system?
A merchandise return system helps you manage your customer returns. It enables clients to start their return, receive an RMA number on the pre-paid label and ship their order. An RMA system also lets you control your returns and track the returns’ financial effects by bringing accepted items back into your inventory and tracked them.
What’s the number for the RMA?
Any service order created when a customers need service or think that the product doesn’t work correctly is assigned an RMA number.
The difference from an exchange to a return
If a customer wants to return the product for some reason and wants a refund, they let you know that the product has not fulfilled its expectations. On the other hand, an exchange can only result in them selecting the wrong item or damaging the product.
To be able to process his or her application, it is necessary to decide at an early stage in your system, which of the two groups the customer belongs to. Until selling a product, consider returning or exchanging it or both, and state it clearly on your site’s return policy page.
Apps to help you manage your returns
You save time and money with the use of return and exchange services. If you’re a merchant of Shopify, here are two of our partners:
- Sendcloud: the program lets you monitor your shipping process and returns. With Sendcloud, you can connect to over 25 international carriers, automate and optimize your shipping process and deliver an easy-to-use return portal for you.
- Colissimo: the app allows you to monitor your transportation and returns, including the generation of return labels, from your Shopify account from A to Z, label formation through to shipping monitoring
How can I install RMA?
Today, merchants can quickly and easily set up a return portal on their web. A strong RMA framework produces an enjoyable customer loyalty experience
How to write a policy on return
You will process all requests the same with a well-written return policy. It also prohibits the tension of addressing case-by-casual return requests. What you say on your shop in your return policy might not extend to that in other channels of sale. Recall that markets have their revenue strategy if you use another distribution channel.
Although your policy depends on your company’s logistics and the products that you sell, any policy should always contain:
- The type of items that can be returned and/or replaced,
- Papers for final sale • (non-refundable, non-exchangeable),
- Return or time of the trade (for example 30, 60, 90 days after purchase),
- Conditions for return or trade (for example: with the label, in its original packaging, etc.),
- In exchange for the return, what you sell (for example, a refund, a credit note, another product of the same value, etc.),
- How to submit or swap a return? (for example: by contacting customer service, directly using a pre-filled label, etc.).
Online Stores Return Policy Template. Your business can customize the template. Use your policy with bold text and direct the lists. We are here to help you if you want to refund your order or swap it for some reason! Within 14 days of purchase, we give free returns or exchanges.
Some of the famous exceptions can be found below.
- No refunds or exchanges of sales items;
- Items with their mark and initial packing have to be returned,
- No wear signs are required for returned goods.
The process to follow to make a return or trade request is as follows:
Your steps with links to related sites, such as your web portal, should be clearly displayed.
- Sign up with your normal identification and go to our online returns page,
- See if you want to return or swap the ordered goods,
- Print the label you will receive from your pre-paid return at your e-mail address,
- Use the label given to return your products.
You may also want to include some additional details here:
- the time of refund, substitution or credit notice,
- Any costs of shipment attributable to the customer,
- Rate of return attributable to the consumer,
- How to deal with returns missing or harmed,
- If your customer has additional questions, contact details for your business.
Where should your return policy be placed on your site?
It is crucial to make sure that consumers can easily verify before they buy. To get the most out of this information, add links to your policy in several main areas of your shop.
Here are some relevant locations to decide your return policy:
- The website footer,
- On the page of your FAQ,
- On each page of the product,
- On the cart page,
- On the page.
Our recommendation is to make profitable returns and trades
The cost of shipping can also jeopardize you. Many ways to minimize losses while offering customer returns are available.
Guarantees for commodity.
After a return has begun, it often takes up to two weeks for a product to return. When it’s a costly commodity, it can quickly become inaccessible to replace. You may start offering product guarantees to consumers for more costly products. These guarantee protections protect you from the risk of payment to replace products damaged and to ensure that damages are avoided
Conversion of exchange returns
With strong product margins, you can keep your business cash flow positive by offering a replacement product rather than a full refund. Customers encouraging themselves to give their goods a new order a second chance will lead to maintaining their relationship in the long term. To get a loan or a new product is a good choice for people who don’t give up their brand completely.
Make the most of your policy on return and refund
Regardless of how much time and effort you use to ensure that your clients are satisfied, there will always be deceptions. This is not your fault and all traders were and are confronted by angry customers.
A significant factor in the credibility of a company is how businesses intend to deal with unsatisfied customers. A company that has a relatively simple shipping strategy for handling requests for returns and exchanges would retain customers and keep them from buying again. Better still, the shop could even be recommended to friends.
Additional swap requests for purchases or cross-sales
The sale or cross-sale of trade requests is one of the best returns in the online marketing industry. It is possible to sell when you know why and can suggest this exchange personally. If each trade is seen as a new chance to increase the value of the order, the desire to convert further returns into trade becomes apparent. You might suggest, for example, a smaller version, which may have a better selling price, but will fix your original issue if a consumer makes trade in a digital camera because they find it too big.