The Return Policy are the set of standards or rules, through which a company describes the terms and conditions under which a customer can return an purchased product. Learn below how to write those of your online store.
As in any physical business, Return Policy They are essential in ecommerce. So, if you still haven’t defined how your customers can make exchanges and returns in your online store, it’s time to get to work!
In this article we will review some of the most important aspects to take into account when defining the return policies for an online store. In addition, we will share our best tips to avoid returns and exchanges on your .
Shall we start?
What are return policies?
Also known as exchange or refund policiesreturn policies are those standards or rules through which a company expresses the conditions under which a customer can return a product or service purchased.
Return policies are born as a response to the compensation rights that all buyers have and that, at least in Mexico, are protected by the , being guidelines that help maintain a balance and achieve a conciliation between consumers and businesses.
Why are return policies important?
Having merchandise return policies in your business is important because:
- Allow your customers to lose the fear of buying.
- They serve to retain customers and generate a good experience.
- It gives your potential users certainty of purchase.
I explain each of them in broad strokes.
1. Allow your customers to lose their fear of buying
Having a series of clear and flexible return and exchange policies will allow your potential customers lose the fear of buying in your store and reduce the risk of losing moneyeither due to failures or simply because the product was not what I expected.
2. They serve to retain customers and generate a good experience
Return policies are an excellent tool to build customer loyalty and generate a good shopping experience.
Let’s see an example: imagine that you made some purchases in an online store and, since you bought several products, they were sent in two boxes. The first box arrived perfect, but you never received the second. Consequently, you wrote an email to the brand explaining your situation, which they responded to in a few minutes informing them that they had sent the entire order again. This would surely be an unforgettable experience!
At first, you might think that the brand lost money by shipping the order twice. However, after this experience, anyone would become a loyal buyer of that store and continue buying. Obviously, this would imply a lot more money in the long run.
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3. Give your potential users purchase certainty
As a consumer, it is important to know that you can request a refund if you have chosen the wrong size or the wrong model. It is a powerful weapon to close the sale, since you give your users the certainty that their satisfaction is guaranteed.
And best of all, you will do it through a conciliatory alternative! Since through the rules and conditions are established for the return of merchandise, ensuring that it is a win-win relationship for buyer and merchant.
How to create return and exchange policies for your business?
Have you convinced yourself of its importance for your business? If your answer is yes, let’s see how to make a return policy in seven steps. Write him down!
- Avoid the fear of return!
- Effectively communicate your return policy
- Write a return policy for your customer
- Make clear the products for which it applies
- Explain what will be returned
- Clarifies what happens with shipping costs
- Determine the time limits
Let’s talk a little more about each of these points to avoid doubts, do you think?
1. Avoid the fear of return!
A frequent objection when implementing merchandise return policies is the fear of losing money due to an excessive number of returns. First, no customer likes to return a productIf you bought it, it is because you needed it or wanted it. Changing or returning it is a waste of time and potentially money.
But let’s say you did receive a significant number of returns. In that case keep in mind that these returns are the consequence of another problem, and not the problem itself. For example, a product failure or confusing communication on the product page that causes the product to not meet customer expectations.
Consequently, a good return policy allows you to identify these areas for improvement without compromising customer satisfaction. By not giving them the possibility to return or change the product, the customer will be left with a bad shopping experience in your store.
Additionally, the return policy is an excellent tool for show your customer that you care that they are happy with their purchaseand not just buy.
2. Effectively communicate your return policy
You can have the best return policy, but it won’t do any good if your customers don’t know about it. To communicate it, you can create a page on your store clearly detailing your policy (if you have a Tiendanube, here we explain the exchange policies of your online store). Then think about the steps in the buying process where your customer might need this information.
Many times the purchase decision is made in the shopping cart. It is precisely in this step when the customer reviews the products that he added to his cart and decides whether to proceed —or not— with the purchase.
Therefore, include a link to your return and exchange policy in the shopping cart can give peace of mind to your potential client, and thus make him decide to buy.
Likewise, it is also useful to include a link on the “Frequently Asked Questions” page, the “How to buy” page and the one for which the policy applies.
3. Write a return policy for your customer
If you want your customers to know and appreciate your return and exchange policy, then make sure you write it especially for them and not for a specialist in the field.
What do we mean by that? Use a language compatible with the one you use in the rest of your store and explain each point precisely; It will always be better to explain in detail, to leave loose ends that could be confused or misunderstood.
Tips for writing return and exchange policies for your online store.
- Make them understandable for any possible user.
- Include an appropriate contact method to channel requests.
- Make sure they are fair for both ways.
- Avoid fine print and misleading terms.
- Always keep your customer’s satisfaction in mind.
4. Make clear the products for which it applies
Your return policy may be valid for a certain set of products, but not for all. For example, if you sell technology you can offer money back for the hardwarebut not for him software.
If this is your case, be transparent with your client in the policies. Clearly specify the products or categories for which the changes and returns apply. For clarity, you can also specify the categories for which it does not apply.
What products cannot be returned?
Usually, the products that are not covered by the return policies are:
- Lingerie and personal hygiene items.
- Consumables and perishables.
- Digital products.
- Gift cards.
- Items with severe damage or use caused by the user.
5. Explain what will be returned
As in any sales process, it is essential correctly set the expectations of your client. “Return” is a broad word and there are several alternatives: money refund, exchange of the product for the same product, exchange of the product for another from the store, delivery of a purchase coupon in the store for the amount of the returned product, and more .
Do not stop clearly specify what are the possibilities available and, as in the previous point, determine which ones you do not offer.
What types of returns are there?
- Return for exchange.
- Return of the total value of the merchandise or refund.
- Refund of a percentage of the amount.
- Return with compensation for the customer.
6. Clarify what happens with shipping costs
It is very important to consider that there are two shipping costs: the cost associated with returning the product to your business and the cost of the new product.
Of course, the recommendation is that you assume these costs yourself. But whatever the case may be, let your customer know which of those costs your store will bear and which will be theirs.
đź’ˇTip: You can suggest alternatives to your customer so that both of you avoid absorbing the shipping cost, such as offering a return or exchange at a branch or at a midpoint if they are in the same city as you.
7. Determine the time limits
Your policy most likely applies to purchases made within a certain period, such as allowing changes and returns within thirty days of purchase. If so, it’s essential that you make this clear in your policies and—optionally—in the email you send to your customer when they’ve completed their purchase.
On the other hand, you must also be transparent about how long the entire process of the paperwork takes, that is, when will you receive your new product. Remember that the most important thing about a return policy is that your client can easily understand itdo not feel cheated and solve your problem as soon as possible so that you are happy with your purchase.
What is the legal term to return a product?
In Mexico, There is no legal term to return a product stipulated in the Federal Consumer Protection Law. more than that indicated in the terms and conditions of the business. It is often 30 calendar days from the date of purchase.
How to make a return policy in 5 minutes
Very easy! You can save several steps by using an online store like Tiendanube.
It’s not just a free tool and easy to use, but it will also allow you to save time when generating merchandise return policies, thinking about multiple frequent situations that may arise in your business. To use it, just follow these steps:
- Enter your brand name.
- Write the URL of your virtual store.
- Enter the address to which they will return the products.
- Enter your email.
- Click the “Generate Text” button.
Clever! It only remains to copy the text you have…
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