Handling returns is not easy for businesses. After all, a company wants its customers to enjoy their products and hopefully, gain them as long-term customers. However, handling returns is a part of all businesses, no matter your industry or niche. So, the last thing you want is to start a confrontation with your customers.
Discover everything you need to know about refunds and return policies.
So, here are 5 practices that you should adopt for handling returns the best way:
#1: Take The Opportunity For Conversion:
No matter if your customer heads onto your local store or website to ask for a return, you can always take this moment to show the customer the different options available. Let’s say that the customer bought a t-shirt but he didn’t like the style, Maybe you can show him a different one or simply show him the way to the new arrivals.
In addition, you can also try to upsell. You can, for example, offer a discount in the store if the customer’s order reaches a certain amount. In case you’re dealing with an online customer, you can offer the shipping fees if his order reaches a specific amount as well.
These are the main reasons why your customers are returning your products.
#2: Make It Fast:
When a customer decides to return a product, he has his own reasons to do it. So, the last thing that you want to do is to make him jump from one department to another just to make the return. Instead, you should try to eliminate as much bureaucracy and paperwork as you can. In addition, you should also eliminate all restocking fees. The reality is that customers hate these fees and while they may buy back from you, in case you have restocking fees you can say goodbye to this customer forever.
#3: Use A Different Holiday Return Policy:
Holidays are always special occasions. So, you should make sure that you add more time for customers to be able to return the products they don’t want. You need to remember that this isn’t only a busy and stressful season for you; it is also the same for your customers.
Make sure that you are complying with law and legal definition in your return policy.
#4: Use Them To Gather Insights About Your Business:
While no one likes to handle returns, the truth is that you don’t have an option. So, it is far better to try to get the best out of them than not doing anything.
One of the things that you should consider doing when you are handling returns is to discover more about your customers and products. Try to get their feedback, the reason why they didn’t like the product, if they found a better alternative, what you can do to serve them better in a different occasion.
Then, you should gather all this new information and try to improve your business. With time, you will see that your returns will tend to decrease.
Learn how to make your returns and exchanges profitable.
#5: Use Them To Build Relationships With Customers:
Every time is a good time to establish a relationship with a customer, even when you are handling returns. Let’s say that you a customer got a gift from your store and he wants to return it because he got the wrong color or size. You should take the time to introduce yourself, your business, and point him in the right direction. Show him more about your products and the different colors and sizes that you have available.