Why should you try to avoid returns and exchanges if you have an online store?
Before we start with our tips, let us see more closely why you should avoid return and exchange requests if you have an online store. It may be inconvenient, but a significant number of purchases made online are returned, even up to 30% of all orders in some fields. Besides having a substantial environmental impact, it can quickly become an enormous expense for your business.
What about your sales conditions for returns and exchanges?
A way to protect both your business and your customers is to have precise sales conditions for your online store. Sales conditions mention several vital pieces of information, like the rules regarding returns and exchanges. Consequently, if you offer products, you should have a section regarding the terms and conditions if someone wants to return their good. For example, you could decide that your sales are final or that returns are only available if the product is damaged. You could also choose to accept returns or exchanges if they visit your store. The important thing to remember is that your client should be able to access this information easily.
8 Tips to help you avoid returns
Since returns and exchanges can negatively impact your business's health, we find 8 ideas and tips on how to avoid them. You can see which ones are the most relevant for your online store.
Improve your online store pages
One of the most efficient ways to decrease the number of return or exchange requests is to improve your online store pages, especially the product pages. Indeed, by adding descriptions and texts that explain your product and its characteristics well, you will avoid having unsatisfied customers. Moreover, remember to add several pictures of great quality to represent your products well.
Add an FAQ section to answer questions
In the same vein, it could be relevant to add FAQ sections to your online store. Your potential customers may have questions about your products or the delivery. Consequently, remember to leave a place where you answer all questions they could have in order to avoid unsatisfied customers and return requests. Benefit from this opportunity to mention your general sales terms and conditions and refunds.
Think about adding client testimonials
Another way to avoid return and exchange requests is to add client testimonials directly to your online store. Indeed, your clients can give relevant tips and information regarding their purchases while increasing the credibility of your business. Do not hesitate to ask for some testimonials once your clients have received their orders and used the products.
Offer free delivery under certain conditions
When businesses offer free delivery, clients may buy more than they need; when they realize it, they return some of their orders. Other clients only make small orders. Whatever their behavior, it ends up increasing your shipping fees. A way to avoid these situations is to only offer free delivery under certain conditions, like a minimum order amount. Less order quantity can lead to fewer return and exchange requests.
Ask for a fee to return something in good condition
As you can see, there can be some client abuse regarding returns. If you notice several requests, you could ask for a fee to return a good in good condition. It could be a small fee to ensure your client wonders if it is worth returning the product. Of course, we do not recommend asking for a fee if the order was damaged during the delivery or if they did not receive the right product.
Only offer free returns or exchanges to VIP members
Another way to kill two birds with one stone is to offer free returns or exchanges only to VIP members. On one side, it decreases the number of possible returns, and on the other, it can allow you to increase the number of exclusive members. Most of the time, you only need to subscribe to a newsletter or have an account to be a VIP member. It could be a relevant benefit to offer; it is something to think about!
Add a maximum delay for returns and exchanges
If you decide to offer free returns, there is also the possibility of adding a maximum delay to do it, for example, 15 days after the order delivery. Some clients buy products, use them, and return them to get a refund. Adding a delay to return goods could be a way to prevent this situation.
Make sure the goods are not damaged during the delivery
Finally, if you want to avoid useless returns or exchanges, ensure your products are not damaged during the delivery, especially if they are fragile. Unfortunately, many shipping businesses are not very careful; therefore, remember to protect your goods accordingly. It could prevent some problematic situations.
In conclusion, it is likely that you cannot avoid return and exchange requests if you sell products on an online store; however, it is possible to prevent some of them by giving all the necessary information to answer questions and ensuring your products are not damaged to avoid dissatisfaction. We are sure our tips can help you with this. Here are a few other tips on how to manage an unsatisfied customer. Good luck!