Accepting returns is part of providing excellent customer service. It is part of the business and unfortunately just something we all have to deal with when selling online. Establishing a return policy upfront can keep you from dealing with some tricky situations. Offering returns is a must, but having a policy that doesn’t allow your customers to walk all over you is very important.
What to consider when crafting your return policy
- How many days after delivery or purchase will you accept a return?
- Do the tags need to be attached? Is a receipt required?
- What happens if you suspect the item has been worn?
- What happens if the customer claims the item is damaged?
- Will you offer a full refund or store credit only?
- Will you allow a more extended exchange period for international orders?
- Will you pay for the return shipping or have the customer cover the cost? Can they deduct it from the price of the product?
- Is there a particular shipping provider that you want them to use? Can the customer choose their own?
- Will you create the label for them and ask that the customer print it out?
- Are there any items you will not accept for return (lingerie, swim)?
- Are sale items final or will you accept a return on a discount item?
- Will you provide a form for the customer to fill out and include in the return package?
- Do you recommend asking the customer to include a tracking number on a package of a certain price value? For example $75 and above requires tracking?
- Is there a email the customer can contact with questions?
- Is there an extension during holiday seasons?
Some examples of return policies are as follows:
- 14 days with receipt, tags attached, no signs of wear or damage, store credit only
- 7 days, tags attached, no signs of wear for a full refund, after 7 days store credit only
- Returns on damaged items only (not recommended)
I recommend reviewing a few large online stores’ return policies to think through how you want to accept returns. You want to ensure that it sounds professional and is reasonable for the customer. The more details, the better. Customer service is essential in this business, and you do not want to leave any customers with a bad experience.