A good online retail business is
one that has great products and reliable suppliers as well as a very clear
policy on returns. Returns are something that all online retailers need to be
prepared for. Finding reliable suppliers through sites like esources.co.uk
does mean that the products you source will be of a certain calibre and
quality. Despite that, returns and refunds can happen.
So what are your options? Some retailers
make things simple with a flat no-returns policy. This is certainly an easy
approach but it’s not necessarily the best one. It’s hard for a customer to
trust a retailer that won’t allow returns. If they don’t allow returns, it’s
easy to assume that there’s something wrong with the product. No-returns
policies are also not very popular on platforms like eBay.
Another factor to consider is
that mistakes sometimes do happen. It is possible that a product shipped to a
customer may end up being slightly damaged or may even be the wrong product entirely.
In this case, it’s not the customer’s fault that they ended up with a shoddy
product. Having a no-refunds policy in these cases can reflect very badly on
the reputation of the retailer.
Simple
and Clear
If you do decide to allow
returns, you first need to consider the product in question. If it is an
expensive product, it’s best to handle the returns process yourself. Ask the
customer to ship the product to you first, so you can see what the problem is. Work
out the returns procedure with the customer and supplier while you hold the
product.
It’s true that you may end up
incurring extra shipping costs but with an expensive product, having to pay a
few extra pounds for shipping is usually worth it. Apart from that, you can
charge a re-stocking fee and mention this in your returns policy as well.
Timelines
It’s also a good idea to be
strict about the timeline in your returns policy. For instance, if your
supplier allows returns within thirty days of purchase, you can allow returns
within twenty days of purchase. This will give you time to process the return
and make allowances for shipping delays.
It’s also a good idea not to put
a return address on the parcels that are sent to the customer. If the customer
does have a problem with the product, make sure they contact you first. If
you’re satisfied with their claim, then you can give them the return address.
Ensure that you remain in
constant touch with the supplier and customer during the returns process.
Follow up with the customer afterwards to ensure that they are satisfied. This
can go a very long way in building a positive relationship with your customer base.
No matter what your returns policy is, make sure that it is clearly stated on
your website. Try and keep it simple, detailing the timeline within which
products can be sent back and for what reasons.
A clear and simple returns policy
is best for all involved, from the supplier to the end consumer.
