+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

Scroll, Click, Buy: How to Sell On Instagram

Do you have an Instagram shop? Instagram Shopping is quickly becoming the preferred way for consumers not only to learn about new brands and products on Instagram, but also to purchase them in just a few simple steps. If you are not already selling directly on...

New Year, New You?

Every year, millions of people make New Year’s resolutions, hoping to spark positive change, adopt new habits, or even reinvent themselves. The recurring themes each year include a more active approach to health and fitness, improved finances, better relationships,...

Grow Your e-Commerce Business in 2023

Win at E-commerce in 2023 Starting an e-commerce business has never been easier. But with a low barrier to entry, there is plenty of competition as well. If you have set your sights on growing your e-commerce business, you know that small adjustments can add up to...

Holiday-Proof Your Website

According to the National Retail Federation, holiday sales for 2022 are expected to increase between 6% and 8% over 2021. Furthermore, NRF predicts that online and other non-store sales will increase between 10% and 12% to between $262.8 billion and $267.6 billion....

Fulfillment Services in Fort Lauderdale, FL

3PL Services Serving Fort Lauderdale, FL If your e-commerce business is based in or near Fort Lauderdale, FL, chances are, you are familiar with the benefits of third-party fulfillment services near you. World famous for its expansive canals, Fort Lauderdale is loved...