As eCommerce continues to grow, DTC brands are experiencing unprecedented peaks in online sales. This means that more people do not get to test, try on, or experience products before purchasing them. As a result, many brands see that displaying a clear return policy increases not only the number of online customers but also the number of satisfied customers.
A definite return policy is one of the most critical elements in almost any business. Having a return policy gives customers a sense of trust from the company they buy from and its’ products. According to a Harris Poll, 91 percent of consumers feel that a business’s return policy greatly influenced their purchase. So, by establishing a coherent system, your business can experience more customer satisfaction.
Returning is more common that brands like to admit. In fact, every business faces similar issues of a customer not liking a product or having customers buy something that does not fit. Even if someone is unsatisfied with a product, they can still be content with your brand’s return policy, leading to an outstanding customer experience.
So, how can you construct an effective return policy that keeps customers satisfied?
Before you construct your return policy, think about the language you use. As we like to say here at Bond, keep it simple! This avoids confusion from customers and prevents customer complaints regarding returns and exchanges.
The planning process of building return policies is just as important as having the policy itself. The different guidelines to the system say a lot about your brands and demonstrate its values. There are many things to consider when constructing your policy. Before creating the plan, think about the method of returns. Will you utilize third party delivery services? Mentioning the specifics about the return delivery strengthens the trust between your brand and the customers.
To organize all the things you should include, here is a step by step guide to building the best return policy for your brand.
Before getting into the nitty-gritty, it is essential to establish what items can be returned for money back, exchanged for store credit, or fit into the final sale category, wherein there can be no returns nor exchanges. Doing so keeps the entire return policy much more organized.
After deciding which items can be returned or exchanged, you need to create guidelines for the returned item’s quality. Often, you can lose money when customers return or exchange products that come back damaged, ruined, or unusable. Consider requiring items to have a tag still or have a lightly used condition. By stating the expected condition, your brand can keep thriving.
Another essential element to return policies is giving the customers a window of time to send items back. Lots of companies use a 30-day, 60-day, or 90-day policy, giving customers plenty of time to see the product and use it- keeping in mind the expected conditions for return.
Step three is more of an optional piece to return policies. However, including it can make customers feel more at ease when buying products online. Explaining how they may have to return items reassures them that they can always return an item if it does not work out.
Include a detailed description as to how they may have to return their purchases. You can also include what delivery service assists in the process. Make sure that any descriptions are clear and present all the necessary information. It is also important to clarify when customers can get their proper refund and if they must pay any shipping fees.
After crafting your return policy that represents the values of your brand, display it! It is best to put the policy in a location that customers can access easily. Lots of brands place it at the bottom of their website’s homepage. Other ideas are to place the policy when customers view their cart or when they check out.
Putting the policy in a visible location is very important in gaining customers’ trust. Additionally, many other brands recommend emailing the return policy with confirmation emails. You can also place a printed copy in customers’ packages.
Brands see many advantages in displaying easy to understand return policies. Customers get a sense of the brand’s relationship with customers. Having a positive relationship with customers, of course, leads to higher avergae order value, retention and sales. By maintaining happy customers, you can create an awesome brand experience.