Run an E-commerce Business Make Sure You Have a Good Return Policy

Run an E-commerce geschftliches miteinander Make Sure You Have a Good Return Policy. / Credit Free Shipping Image via Shutterstock For ecommerce businesses, returns can often be a little mora complicated than they are at a brick-and-mortar store. How do you handle return shipping? Where do you store the unwanted merchandise if you dont have a warehouse? What if the customer wants an exchange and you dont have the product available? What if the refund takes several days to process and the customer gets impatient?Given the hassle and costs associated with returns, it may be tempting to just say that you wont do it. A no returns, period policy isnt going to fly with customers who expect top-bedrngnisch service and convenience, but ecommerce businesses may not be able to accept all returns, for any reason.When a company starts allowing people to return a product because they changed their mind or dont like the produc t, it can become a problem, said Nicole Bandklayder Pomije, co-founder and CMO of online jewelry retailer Bijouxx Jewels.To address these and other issues that may arise, the top priority for ecommerce businesses regarding returns should be to have a crystal-clear policy in place thats easy for customers to find, understand and reference.Learn the basics ofshipping for your ecommerce business.Crafting a return policy that worksOne of the first things that retailers should understand when creating a return policy is the most common reasons their products are returned, and what constitutes a reasonable window for returning items, said Krishna Iyer, director of strategic alliances for ShipStation. Customers should instantly know which products they can return, whether they get a full refund or store credit, how long they have to make a return and if return shipping is free, etc.For example, if your products are often bought as gifts for others, the standard 30-day return period may not be enough time. Many retailers consider the holiday season return window to go until late March, Iyer said.Iyer added that your return policy should be in an easy to access place on both the homepage and product pages.Not only is visibility important, but also the clarity of the policy, Iyer said.Returns can put a financial strain on any type of business, but physical retailers typically dont have to deal with the added burden of shipping costs. While it may at first appear to be a big cost to retailers, Iyer said that retailers cant afford not to offer free returns shipping.Not offering free return shipping is one of the biggest mistakes that online retailers are currently making, Iyer said. Retailers need to ask themselves how quickly they need the product back and if their carrier agreement has stipulations for returns. Once the retailer determines the most cost-effective, convenient way to receive returned products, customers should then be provided with clear instructions for the packaging of the return, how to receive the shipping label and the correct drop-off method.Balancing business needs with customer expectationsUsing friends and family as test subjects is a good way to understand the consumers point of view and gather feedback that they may not see themselves. The deeper awareness of customers expectations for returns can lead to mora sales, as well.It is critical for online retailers to know the differences between their return policy and the policies of their partner marketplaces, Iyer told Business News Daily. Make sure your customers know what returns process they should follow no matter where they buy your product from. Placing clear returns instructions on both your website and all partner marketplaces where your products are sold will help to ensure a good customer returns experience.Bandklayder Pomije agreed that with any small business, you want to do your best to make customers happy with your product Returns and exchanges mean we are u nder pressure to sell more so that we make up for the funds that were allocated toward our payroll and our costs, she said.If youre in the early stages and need to focus on growing your business, Bandklayder Pomije recommended implementing an exchanges only policy, with no refunds unless the product arrives damaged. Once youve grown and have a larger cash flow, you may want to consider picking up the cost of return shipping for your customers.Write up a return policy that works for you, Bandklayder Pomije told Business News Daily. Remember, this is your business therefore, you make the rules when it comes to returns.Additional reporting by Nicole Fallon. Some source interviews were conducted for a previous version of this article. Jennifer Post Jennifer Post graduated from Rowan University in 2012 with a Bachelors Degree in Journalism. Having worked in the food in dustry, print and online journalism, and marketing, she is now a freelance contributor for Business News Daily and Business.com. When shes not working, you will find her exploring her current town of Cape May, NJ or binge watching Pretty Little Liars for the 700th time. 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