Return Policy

Selling online has many advantages but also some disadvantages. For example, it requires a good return policy to clearly inform consumers of their rights and obligations. In addition, this is also important for yourself. This way you have insight into what you allow and what you don't.

Meaning return policy: "In your return policy, customers can read exactly which products they can and cannot return, under what conditions and within how many days."

Source: Shopify

A customer always has the right to exchange an item or ask for a refund, this applies both online and offline. Besides reducing profits, it is also a sign that customers were not satisfied with the purchase. There can be several reasons for this.

Make return policy

Returns, exchanges and refunds are all part of the deal. About 41% of customers make purchases with the intention of returning (part of) them. Mainly for clothing where customers order the same item in multiple sizes. There are also other reasons such as the product is damaged, the wrong size or yet the item is different than expected. Therefore, they want a replacement product or money back.

If your return policy is not in order, you spend a lot of time answering emails. In addition, it sometimes costs the seller money because return times are unclear. Fewer returns not only benefits yourself, but also the environment.

Converting positively

Golden tip: make sure your return policy not only covers yourself as a seller, but that it is well regulated so that customers are loyal to you.

Nearly 70% of online shoppers check is return policy. By using marketing to emphasize "free," "simple" or "no hassle," it is perceived more positively, leading to more purchases. A good return policy can make the difference between a customer's one-time purchase or a repeat customer. Therefore, always focus well on your return policy; it increases customer lifetime value.

Be mindful of your return policy, this is reflected in your reviews. Some 66% of potential customers read the reviews before they make a choice. If they see that your return policy is not up to standard, they will drop out sooner. Good reviews are free advertising for your next customers.

Distinction between exchanges and returns

If the customer wants to return, this also immediately makes it clear to them that the product did not meet their expectations and thus they want their money back. On the other hand, if a customer wants to exchange it usually means that they ordered the wrong item or that the product was damaged.

Therefore, keep a good record for each item of the reason the customer does not want to keep it. That way you can determine whether you may need to adjust your assortment or look for another supplier.