Set Defined Window
A survey found that more than half of online consumers expected at least a 14-day return timeframe. Decide what window you are realistically able to offer and shape your returns process around this.
Define Condition of Returns
Your policy needs to set out the expected and accepted condition of products sent back for a refund. This ensures your customers take care when sending products back and are more likely to reach you in a suitable condition for resale, minimising the financial impact.
Decide Type of Return
Will you offer a full refund, in-store credit, or both depending on the circumstances? Outline what you are prepared and able to offer in a range of different situations, ensuring this is fair for all involved.
Create Clear Returns Policy to Explain & Promote This
Once you have ironed-out all these details, you need to write it all down in a returns policy, so your customers are aware. As mentioned, this should be clear and concise, with nothing confusing or open to interpretation. This done, you should promote the policy and make it easily to access on your website. Not only will this be a potential selling point for customers, but it will cover you in the event of a misunderstanding.
Need help working it all out? Learn more about our returns service.
Track Returns Data
Data equals good decisions, so make sure you’re tracking yours. Warehouse management software (WMS) can provide you with accurate insights into the rate of your returns and the reasons behind them. As a result, you’ll be able to identify if there is a problem that needs to be addressed. For example, if products are regularly being returned for being poor quality, it may be a sign you need to overhaul your manufacturing process. If products are regularly being returned because they are not as expected, perhaps it is your product photography and descriptions that need finetuning.
Enlisting the help of a leading e-commerce fulfilment provider can help safeguard the effectiveness of your returns solution. They’ll be able to handle every aspect of the reverse logistics on your behalf, making sure it is efficient and reliable. Once the item is back in the warehouse, your 3PL can even act as gatekeeper – evaluating and inspecting the products to ensure they meet your criteria.
See more: Benefits of Outsourcing Logistics >