Customers are likely to advocate for your brand because you offer an easy way to return or exchange for purchases that arrive damaged, the wrong size, or just not what they expected. Awesome return experiences will earn repeat customers and reduce the resources even when your products or service wasn’t that perfect fit for them. Hence, the RETURN POLICY becomes a critical part of your B2B online strategy.
Set things right
Create a RETURN POLICY that is straightforward and easy to understand. It should address the following questions as a minimum:
- What’s the procedure for return or exchange?
- How does the customer initiate the return?
- What items can or cannot be returned or exchanged?
- Is there a limited time frame e.g.7 days past purchase is non-returnable?
- Do you provide free return shipping, labels, and packaging for customers?
- Is it a refund in cash or store credit or exchange product of equal value?
- How long does it take for a replacement or refund?
- How do you handle lost or damaged returns?
- How can customers reach out to you if they have more questions?
Where to put your RETURN POLICY?
If no one can find your RETURN POLICY, it is as good as it doesn’t exist. The footer at your homepage is a popular spot to place your return policy.
Customers will find it frustrating if you tell them it’s their fault for not reading the return policy. Hence, consider making it a part of your checkout process, allowing the customer to read the return policy before they checkout. Additionally, you can add it inside your confirmation email. So now your customer won't miss out and that set the right expectations before the purchase is made. It influences their purchase decisions.
Making the most of your RETURN POLICY
Offering alternatives is a good way to be cost-effective. You can turn returns into exchanges instead of giving them cash refunds so that customers still get what they needed. Another alternative will be store credit, which allows the customer to have the flexibility to buy other things. This is better than a full refund and can keep your business cash flow positive.
For a good sample of a RETURN POLICY, please check out https://faucetlist.com/pages/returns
Have any queries about how to use your online presence as a growth engine for your wholesale business from Zooloo's digital solutions? Contact us at sales@zooloo.asia.
- Previous blog on How to create a killer COMING SOON page?
- Read about The Digital Transformation Journey
- Learn more about our “Digital Backbones”
- Learn more from our eBook series on Digital Transformation for Wholesale Trade
Tags: #CRM #MicrosoftDynamics #Dynamics365CRM #digitaltransformation #B2B #digitaladoption #digitalintegration #digitalsolutions #wholesaletradesector #wholesaletrade
