Returns — or in industry lingo, “reverse logistics” — are just a cost of doing business. There are always going to be customers who want to return an item, regardless of how good your product and delivery service may be.
The most important thing is the way you handle the return, from posting your return policies to the final resolution. Some companies save money in the short run by making their return policies such a hassle that customers don’t bother, but guess what — they also don’t bother to ever shop there again. That company has lost a potentially long-term, loyal customer, and maybe some organic PR through their word-of-mouth, in exchange for not having to deal with a returned item.
Doesn’t seem worth it when you put it like that, does it?
That’s going to be the focus of this article today: showing you how you can make the return policy a positive experience for the customer and a useful experience for you, and how to turn that experience into new sales.