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Store owners, especially the new ones, can worry far too much about their return policies. Sure, we understand that it returns will cost you money but so does your merchandise, shipping, rent and marketing.
That is just the principle of being in business, and we are well aware of the tight budgets that you have to work with, especially being a new company and often using money that you don’t have. Unfortunately, the customers come first, and if they aren’t happy with a product that you have delivered, they would like that option to return. It increases their trust in your company and will see them come back.
If the return policy isn’t the best, then it will affect customer experience meaning that trust will decrease and in turn, this could see sales also go in the same direction. Here are some points that you should follow.
The worst thing for any customer visiting your website is for them to have to go on a search to find your general information such as phone number and address. This should be seen easily in broad daylight on your main menu. If this doesn’t work for the style of your site, you can place it on carousels and banners throughout the website and store.
Letting a customer know that you’re dedicated to them is vital.
Never Copy and Paste
This goes for almost everything on your website, including product descriptions. Your returns and exchange policy is not a one size fits all scenario. The page should be fun; it should be easy to read and should show your commitment to your customers. As an added idea, you could try and include customer reviews of the experience they have had with the company.
The policy page can be used a testimonial page, meaning you can prove to the potential customers that you have a reputation of putting the customer first.
Speak to your target audience in a language that you know they will understand. You don’t want them wondering what words in the text mean.
Using keywords reiterate your promises and incorporate real customer feedback.
Avoid Scary Phrases
Customers fear coming across phrases such as “we are not responsible for”, “you are required” and “you must”.
The returns policy and process should be just as easy as the rest of the website. If you don’t make buying products hard, then the returns policy should also match that. Never offload an issue on a customer.
Customers will always want to know the answers to crucial questions, do you exchange, offer store credit or return their money? You should make this very simple for the customer right from the off-set, ensure that they don’t even need to ask the question.
You should determine what works best for your company, you can sample this in many ways, but the most efficient is by using A/B testing, to see which offerings your customers prefer.
There are no disappointed visitors playing NetBet Slots. Customers of online casinos are aware of the returns policy when placing bets and withdrawing funds. It is one of the many reasons that ensure transparent and honesty; meaning that visitors always return.
We hope that this helps you to build your perfect return policy, remember the trust between consumer and company is critical, you will see an improvement in the conversion rate. Finally, don’t forget to play fair. Should you change your policy, ensure that if an order is placed before this; you honour the previous returns deal.