How To Write A Great Ecommerce Return Policy
Returns don't always have to be a hassle. In this week's Two Minute Tuesday, Matt will show you how to write a headache-free return policy.
Watch this video to learn about creating an ecommerce return policy that will benefit your website and business. [MUSIC PLAYING] Hi there. Matt here, you're resident ecommerce guru at Volusion. Welcome to Two Minute Tuesdays, where we give you two minutes of ecommerce advice to bolster your online success. Now, like it or not, running an online business means that you're going to eventually have to handle customer requests to return items. That's why in today's episode, I'm going to teach you how to write an ecommerce return policy that makes life easier for both you and your valued customers. First and foremost, prevent returns before they happen. People usually return products simply because their expectations aren't met, which can easily be avoided by good merchandising via high-quality product photos and well-written product descriptions. Secondly, make sure your return policy is written so your customers can actually understand it. In other words, ditch the legal jargon and write your policy so it's easy to understand. This approach will help reduce customer inquiries and better set expectations if and when a customer needs to return an item. Next step, make sure all the terms are clear, including any return charges, time frame, and any requirements you may have. So for example, how long does a customer have to return an item? Is it 30 days, 60 days, 90? Also, will your customers receive a store credit or a full refund? And finally, make sure that you list any other requirements directly in your policy, including any required shipping labels, and of course, the best address for them to ship the returned item. Fourthly, work to make your return policy as prominent and accessible as possible. What's the point of having a well-written policy if no one can find it? Get started by placing it clearly on your website with a dedicated page, including a link to the policy in confirmation emails, or even add a hard copy within the packaging when you ship your items. Finally, once you have your ecommerce return policy written and in use, make updates as needed based on customer feedback and how the process works for you operationally. So for example, if you receive the same questions about returns over and over, incorporate those answers into your policy. Or if you find that it's better to change the terms of your policy, don't be afraid to update it as needed. At the end of the day, being flexible is better than not. With these steps in mind you'll have a clear, concise, and most importantly, effective return policy in no time. Have any questions? Feel free to drop me a line in the comments box below. From me to you, happy selling. From choosing the best policy to creating clear terms, we have all the info you need to make returns easy for you and your customers. You can also check out Volusion's research library to further expand your knowledge about returns and everything ecommerce!
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About Matt Winn
Matt Winn was Volusion’s Senior Brand Manager, where he helped oversee branding and communications efforts. Matt has created hundreds of articles, videos and seminars on all things ecommerce.
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