All physical and online stores need to have a good return and refund policy. The truth is that you need to ensure that everyone knows their options in case they don’t like the products they buy from you, if they don’t fit, if they changed their minds, or simply if they want to exchange the product for a different one. Even if you have an all sales final policy, you need to make sure that everyone knows how your store works.
Unfortunately, many stores, both physical and online, still fail to have a good and clearly defined return and refund policy. And this is one of the causes that may lead to customer support conflict. After all, when one of your customers isn’t happy with their purchase and you have the all sales final policy for that specific product but the customer didn’t know about it, you can be sure that there will be customer support conflict. The customer will state that he didn’t know about this policy, and your support team won’t be able to do anything for him. Ultimately, you will not only lose a customer as it is likely that he will spread the word about your business. And it won’t be nice things.
So, with this in mind, it is important to develop ways to avoid customer support conflict. Here are the 5 best ways to avoid customer support conflict:
#1: Let Your Customers Know What To Expect:
You need to have a well-detailed return and refund policy in place so that your customers know their options. You need to let them know what happens if they’re not happy with their purchase and how they can proceed. Be clear with the instructions you provide.
Discover 6 effective ways to write and use your return policy.
#2: Notify Customers Of Changes:
From time to time, it is normal that you update your return and refund policy. So, make sure that all your customers are well aware of these changes and how they may affect them.
Discover everything you need to know about the all sales final policy.
#3: Your Employees Need To Be Informed:
Make sure that all your employees know what to do and how to do when a customer wants to return a product or wants to get a refund. Your employees should know all the options the customer has and they should explain to him how to proceed in each one of them.
#4: Offer Alternatives To Refunds:
Most businesses are willing to refund the money to their customers on most occasions. However, you need to now that you can offer this refund in multiple ways and not only as a cash refund. One thing that more and more companies is doing is that instead of giving their customers their money back, they provide them with a store credit. This way, and even though they lost the sale, the money will be spent within your store.
Find out the best return policy for small businesses.
#5: Give The Right Time To Your Customers:
Many business owners wonder about how much time they should give to their customers to return a product or ask for a refund. Ultimately, this varies from industry to industry. However, you need to keep in mind that customers tend to run from too tight return dates. Nevertheless, you need to have a limit of time to avoid abuse. Overall speaking, your customers should have at least one month to return or ask for a refund of the products they don’t like but, in our opinion, it shouldn’t exceed the 3 to 6 months either.