When running an ecommerce business, your key aims should include increasing your product sales and keeping your customers coming back. Handling returns can become a big and challenging part of operating an ecommerce company, especially when you’ve just set up. How well you handle them can do a lot for your business, including strengthening your customer services, helping you achieve sales, and maintaining your customer base.
So how should you deal with returns to make sure you get the best results for your business?
Dealing with different types of products
When thinking about how you should deal with returns, you should first consider the different types of returns you can be sent. This could include products that are heavy or large, lightweight, small or fragile.
The idea is that you should have a system in place that allows you to handle all these types of returns well. In addition to this, your returns procedure should provide the customer with a system that’s easy to understand and quick to carry out, allowing them to sort out a replacement or refund without much hassle.
Determining your returns policy
To do all these things effectively, you should first determine your returns policy. A returns policy can be important to customers and can have an impact on their buying decisions. If they aren’t happy with it, they might be encouraged to shop elsewhere.
In addition to this, a good returns policy can also benefit your business. It can:
- Minimise the number of returns you have to handle
- Reduce the time and money you spend on returns
- Show your commitment to customer services
- Inspire confidence in customers to buy from you
- Keep your customers coming back
Your policy should clearly explain in simple terms the guidelines your customers must follow if they want to return a product. This includes when a customer can and can’t return a product, and how they should go about it. So you should decide a set of rules for your business. This includes details such as the length of time customers have to return a product, such as within 30 days, and under what circumstances customers are entitled to refunds? Or will you just offer gift vouchers or product replacements?
The policy should be published on your website, so that it’s easy for your site audience to spot and can be clearly seen without them having to search for it. It should also be easy to understand, and answer any questions they might have when returning a product.
Making your returns process quick and simple
Providing the customer with a quick and easy experience when they want to return a product should be your key focus. To do this you should provide the customer with what they need to send their return without any hassle, and then get a refund or their product replaced. Things you should think about to make this process work include:
- Providing a returns label and envelope with each product you send out
- Ensuring you deal with returns as a priority
- Not adding any hidden costs
- Providing a courier service to collect larger items
Helping you with returns in your ecommerce business
When running an ecommerce business, handling returns effectively can demonstrate your customer service, provide a positive experience for the customer, and keep them coming back. But it can be difficult to do this when you’re just starting out, your business is small, or you don’t yet have the staff.
This is where TradeFit can help. Our Ecommerce Customer Support services can help handle the returns process for you, from order tracking to speaking to customers to ensure refunds are sorted. This ensures you provide first class customer services, while allowing you to spend more time growing and developing your business.
To learn more about these services, please see our Ecommerce Customer Support page, or contact us to speak to a member of our team. Alternatively, request a free 14-day trial to experience our Ecommerce Customer Support services for yourself.