If you have a good ecommerce returns policy, a visitor to your website could be more encouraged to buy your product or even possibly become one of your returning customers. On top of that, when you take the time to create a comprehensive policy, it can in fact reduce the time you have to spend on returns.
How your company manages the FAQs of a potential customer, specifically explaining what your company will do in the event that they are unhappy with their purchase, is one of the things that will have the biggest impact on your sales.
In fact, when it comes to online shopping, customers have become more careful. The reason for this is that they will be responsible for any extra delivery costs and, on top of that, they are unable to examine the items that they have bought in person as they would have been able to do in a brick-and-mortar store.
When your returns and refunds policy is clear, it tells your customers that as an owner you trust your products and take pride in your customer service. After all, taking care of each and every customer is simply a matter of good business. A customer might not be happy with their purchase, but when you take care of the return in a professional manner, you can count on their continued support.
So How Do You Write A Good Returns And Refunds Policy?
If you need to create or change your returns policy, the following five tips can make all the difference and set you apart from your competitors.
1. Ensure That Your Policy Is Visible
It should be easy for your customers to find info about your store. So, ensure that the relevant info appears on your main menu or even a banner. The best is to include your returns and refunds policy in the confirmation email you send to a customer when a purchase was made.
2. Don’t Just Copy And Paste
There is no returns and refunds policy that is suitable for every circumstance. So, ensure that your policy relates to your particular business and target market.
3. Use Easy-to-understand Language
Your returns and refunds policy should never be confusing to anyone. So, stick to plain language usage. It is also a good practice to include keywords and restate your promise.
4. Don’t Include Words That Will Cause Fear
The process that your customers must follow when they want to return something should sound straightforward. It should not be more difficult to return a product than what it was to buy it. So, do not make it the customer’s sole problem by avoiding phrases like “you must” or “our company is not responsible for”.
5. Describe Exactly What Your Customers Can Anticipate
As owner, you will have to figure out what will work the best for your particular setup. Will you be able to exchange goods purchased? Will you give store credit? Will you be willing to give back their money?
At the end of the day, it is vital that you act fairly. For example, when you make any changes to your returns policy, you should still adhere to the previous policy when items were bought before these changes to the policy were made.
If you have an ecommerce business, returns are inevitable. The best you can do is to reassure your customers when they are uncertain about purchasing an item that if they wanted to return the item, it will not be a hassle. When your refund policy is good, it will in fact motivate your customers to make that purchase and enable them to shop around without being nervous of the consequences.