What happens if the return isn’t in its original condition?
We’ve all been there, we get a parcel and when it arrives it turns out it might not be quite what we expected and we have to do the dreaded return.
But what happens if your customer wants to send something back and they’ve already got rid of all that packaging you spent time and money on?
Fear not, all that hard work is not lost and below are a few ways to help customers keep their packaging (making your life easier) but there also ways you can recoup some of the costs.
Returns are inevitable but let’s make sure they aren’t painful.
EXPLAIN THE PROCESS FOR RETURNS
The first thing any business can do is the clearly explain how returns are handled and detail the process. This way customers can be aware that if they want to return an item they know how to go about it.
Prevention is the best method so make sure your product pages and information pages have enough information to help manage a customer’s expectations. If you don’t outline what the product is, what to expect, the size, fit etc. it’s likely you’ll get more returns than you’d like.
CHARGE CUSTOMERS
We know what you’re thinking, charge customers money for sending something back? It can sound ludicrous but think about the impact on your business if your return rate was a scarily 10% or 30% it’s going to really affect your bottom line.
When it comes to some items like clothing or wearable goods labels, tags and other packaging affects whether something can be sold as ‘new’ or ‘used’. If your product arrives with price tags or sizing tags, and they are removed you can no longer sell this product as new, when it’s returned.
Now there should be no need for the customer to remove all that extra tagging to try the item on, so it’s not unreasonable to explain to the customer that if they are removed you’ll only be able to apply a partial refund, as that item has lost its original sale value.
The other alternative when it comes to charging customers is to consider return postage costs. The environment and our carbon footprints are an ever growing concern for everyone and we all need to play part in reducing waste.
So when it comes to returns be upfront and honest with customers. Explaining that returning an item impacts this and so therefore they’ll be expected to cover the return postage costs. It helps share the burden and the responsibility.
It will also help customers think through their purchase carefully. There’s an ever growing trend in our social lives to buy multiple items at a time, try them all on and send the majority back. It’s something we all need to be aware of and try to reduce.
The last resort could be to just simply ask for the packaging to be returned in its original condition. Enforcing this isn’t really an option (it’s not legal) but communication with customers is far easier these days and just a polite request when they ask to return an item can mean you get your packaging back.
ABSORB THE COST AND IMPACT
Look, returns are going to happen, it’s a part of running a business. So don’t be disgruntled by it and factor it into the running costs of a business. Happy customers, who have hassle free returns are more likely to shop again. Because of distance selling laws, as a business you have to give customers the option to try products just like we would in a bricks and mortar store. So bear this in mind and don’t be a business that makes returns hard work, it will impact your reputation.
By actually absorbing that cost it paints a picture to customers that you’re an honest and accommodating business who put their customers first. It’s not always practical but sometimes it may be simpler so make a judgement call on a case by case basis.
IF ORIGINAL BOX OR PACKAGING IS UNAVAILABLE
It happens, customers are excited to receive their order and sometimes in that flurry to get their hands on it, they pretty much destroy the packaging it arrived in. So if the original box isn’t available give your customers to option to reuse something else. It’s actually easy to show the customer that by doing this they’re reusing packaging and in turn helping the environment and reducing waste. You’ll lose that box you sent but it does the number one thing: keeps your customer happy.