+1 800 967-0030

Educating Your Customers To Return Goods Correctly

Returns are an inevitable part of doing business.

No matter how effective or efficient your ecommerce fulfillment services for your online business are, there will be times when customers will need to return items for a variety of reasons. Some customers may purchase items on impulse only to realize that they no longer want the item or that it no longer serves their requirements. Others may want a different size or color. And still others may have no reason at all for the return.

Ensuring Everyone Knows What’s Going On

It’s important for both you and your customer that the returns process is streamlined, efficient and 100% visible to all involved.

You should initially look at how customers interact with your returns management processes to ensure that everything on your end is as effective and efficient and can be. From the customer’s perspective, they want to know that you receive the goods and deal with any refund or payment reversal quickly. You may allow for handling or restocking fees, but these charges and details should be clearly detailed in the terms and conditions listed on your website.

Make Sure Your Customer Is In The Loop:

  • Refunds. There are many factors that can affect how quickly a customer receives a refund can cause concerns if there are unnecessary delays in the reverse logistics in the processes for delivering and processing the returned items. Make sure your customer is fully aware of how refunds are processed, processing time, method of refund and what they should expect and when.
  • Shipment Methods. You may have a preferred method for secure and safe transit of returned items. It is also important for customers to know whether they pay for return shipping or if it is returned free of charge. Think about whether your customers need a packing slip or other information to ensure efficient processing once you receive their unwanted items. Tell them how you’d like the item packaged and by what means of shipping. Give them access to a shipping label your system generates. Always keep them in the loop – for instance, they will want to be know ahead of time how long will it take for return items to reach you and to be processed.
  • Communication. Do your ecommerce fulfillment and returns management systems talk to one another so as to avoid any miscommunications? You want to ensure that your systems (as well as your customers, of course) have live, real-time visibility into the process at each step of the way. Failure to properly handle the return transaction at any of those stages can damage customer relationships and add unnecessary costs to your business.

Your customers should be able to understand and make use of your reverse logistics processes so that it is easy and simple to return goods. In turn, happy customers, even those who make returns, are more likely to become repeat customers which is something that can’t be ignored in the competitive online market of today.

September 04, 2014
Share This:

Related Posts

RECENT POSTS

Choosing Eco-Friendly Packaging

It’s 2022, and the world is increasingly concerned about sustainability. From switching to electric cars to composting, consumers are actively evaluating their environmental footprint. When it comes to shopping, businesses are expected to take responsibility for their...

Fashion Fulfillment in 2022

"Fashions fade, style is eternal." —Yves Saint Laurent To paraphrase the great fashion icon, in the fulfillment world we could say: Fashions fade, fashion fulfillment is eternal. From established fashion retailers to emerging online brands, from swimwear to outerwear,...

Outsource Fulfillment To A Shopify-Friendly 3PL

Shopify has nearly 11% of the total e-commerce market, with a reported 1.75 Million merchants building their stores on the user-friendly flexible all-in-one platform. By market share, Shopify is second only to WooCommerce and outpaces other popular...

Medical Device 3PL

 3 Requirements for Class II Medical Device Fulfillment Without medical devices, common medical procedures – from bandaging a sprained ankle, to diagnosing COVID-19, implanting an artificial hip, or any surgical procedure – would not be possible. Discovery of...

Fulfilling Supplements Subscriptions

Supplements That Sell Themselves Supplement subscriptions represent the nexus of two burgeoning trends in 2022: increased demand for dietary supplements, and the convenience of e-commerce subscriptions with auto-replenishment. Subscriptions save people from having to...