As much as you have managed to have an excellent service in your SHOPIFY store , you will surely not get rid of having product returns. You have to be prepared for when this happens, your return policies must be well written and communicated to the customer.
When you find yourself in this type of situation, you must be prepared to show your face 🔥🔥there is no one responsible but you or your company, even if the reason is out of your control.
Returns can be given for reasons that the customer does not want the product anymore, lost interest or found it cheaper elsewhere. Another reason that can be given are problems in the distribution, if I do not arrive on time or arrive with some damage. Whatever the reason that arises, you must have contemplated it and for each situation already have a completed return policy.
You do not want to lose this customer, the best way to keep it is by providing good service in these cases as well. Here we leave you the types of return that you can apply in your policies if they are suitable for your store.
📦 100% PRODUCT REFUND
This is a type of return that favors the client more , he will be safer with this option and it will favor you to a lesser extent, so you have to make a cost-benefit balance, you can see how your metrics are in terms of rate of return and if you can absorb it. It may be that if you have 100% free shipping, the customer does not suffer damage, but you absorb all the costs. The most advisable thing is to see for what reasons this type of return will be applied, for example in the event that you have had a problem in the shipment and the product arrives damaged.
📦 REFUND OF A CERTAIN PERCENTAGE OF THE PRODUCT
In this type of return everyone wins , it is not so beneficial for the customer, but it must be well clarified in your return policies, to deal with claims. You can clarify that in case of a return request, the refund will be 50% of the product (this percentage may vary according to your estimates and costs). With this value you can cover shipping costs if you have them and other costs as well.
📦 RETURN OF SHIPPING COSTS
In this type of return, clarify that, in the event of a product return request, only the shipping cost paid by the customer will be charged. Of course you can do this if you do not have a free shipping policy.
📦 REFUND WITH DISCOUNT COUPON
This is a way to keep your customer captive ⭐⭐ that is, they will be given the opportunity to buy again on your site. Giving him a coupon with a discount or 2x1 promotion is a way to encourage him to continue being your client and not emigrate to the competition.
This is one of the most sensitive issues in any business, as your reputation and brand image are at stake. An angry customer wanting to yell at the world that your store is not a good place to shop is a difficult thing to deal with.
💡 You must structure well how to handle these types of claims and have the situations in return policies well clarified. All the guidelines must be well clarified, such as the maximum term for a return request, which is generally the usual 30 days. You can combine the types of returns, according to what situation, what type of refund you will provide to your customer.
If you are just starting out, you can make a basic one and then modify it as your business grows. The main objective is to generate an excellent experience for your customer in your online store and minimize returns or complaints.
Top comments (0)