Create an Easy Return Policy
A very important aspect of starting and operating a business is the provision of quality customer service, because, without it, your business won't survive. One aspect of customer service that many business owners overlook is providing their customers with an easy return policy. In a 2007 Newgistics, Inc. survey, 69 percent of respondents said they wouldn't use a retailer again if the return policy were inconvenient. A simple return policy helps to ensure that customers keep coming back.
Instructions
1. Be as clear and as thorough as possible with your return policy instructions. Your return policy, while easy, may need to be a little tedious, so explain why the customer needs to do certain things, and provide a lot of detailed instructions.
2. Make your return policy easily accessible to the customer by listing it on all receipts. On your website, provide a direct link to the return policy on the navigation bar, so that the customer doesn't have to search for it.
3. Detail your return policy on all communication with customers who make online purchases. For example, for communication by email, either list your return policy at the bottom or provide a link directly to the return policy on your website.
4. Require customers to provide a receipt for in-store returns and a copy of the order confirmation for shipped returns, to provide a quick and smooth return. Consider accepting in-store returns without a receipt, but limit those returns to a certain number a year per individual.
5. Provide pre-printed address labels with items you ship to the customer, for their ease if they return the item. Contemplate even providing a label that will allow your business to pay the shipping costs so that your customer doesn't even have to make a trip to the post office.
6. Accept all returns from online customers, providing that they don't cause any damage to the item themselves. Requiring them to insure the shipment of the item will help deter the return of an item with damage.
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