A return policy can either make, break a sale or turn a visitor into a customer for life. One of the biggest contributors to a sale is how you deal with a potential buyer’s common questions, especially regarding what you’ll do if they don’t like what they purchased.
In retail, a return or refund policy is the agreement guiding the process of a customer taking previously purchased merchandise back to the retailer, and in turn receiving a refund in the original form of payment, exchange for another item (similar or different), or a store credit.
What information should be included in a Return/Refund Policy:
- How many days they have to return a product.
- How will they receive the refund (credit or replacement).
- Who pays for shipping to return the product
When it comes to updating or even adding a returns policy to your site, there are a few best practices to abide by:
1. Don’t hide your policy
Your customers should know that you are dedicated to them liking your product, and that if they don’t –– they can always return it. Being your customers biggest advocate is a great way to foster lifetime loyalty.
2. Personalize your policy
A return or refund policy is not a one-size-fits-all scenario. Personalize your policy to fit your specific business and target audience. Use this page as to prove to potential customers that not only do people love your products, but that even when they don’t, you still treat everyone with respect, dignity and fairness.
3. Be explicit
Avoid using words that are ambiguous, confusing and send people running for a dictionary. Make your policy understandable and straight-forward.
4. Don’t scare your customers
Try not to use phrases like “you must” and “you are expected” or, one of the worst, “note that we are not responsible for.” Long story short, make your returns process easy. Don’t offload your issues on customers.
5. Outline the expectations
Do you exchange products, offer shopping credit or return their money? Determine what works best for your unique business.
6. Educate your employees
Make sure all employees are up to date with your return policy and procedures so they can assist customers quickly and effectively.
The best Policy you can have is the simplest one. Here, in this episode of Two Minute Tuesdays by volusion.com, this is how a return policy should be written:
Learnt anything new? Let’s hear all about it in the comments!