How To Write Return Policies For Your E-Commerce Store?

What's a return policy?

Return policies are rules set by retailers to govern how customers exchange and return unsatisfied goods they bought. A return policy enlightens clients on what particulars can be returned, for what reasons, and the timeframe before a return becomes invalid.

Clients are used to returns simply because they can’t try on the fit of the clothes in the shop.ASOS.com even offers “ product doesn’t fit” as one of their reasons for returns. Without a return policy, you may have to manually address client issues through support, or peril getting negative client reviews, complaints, or even chargebacks.

Why do you need a return policy for eCommerce?

The main benefit of a return policy is that it makes clients feel safe. It allows them to try a product before buying so they can avoid the buyer’s regret.

Creating a return policy isn’t the most beautiful side of running an eCommerce business, and it’s even disheartening to know someone dislikes your product and demands a refund.

For these reasons, it can be tempting to sideline the reality of returns.

Nevertheless, the way you manage returns can directly impact transactions and boost customer loyalty; clients will definitely trust retailers with flexible return policies.

When customers are making large purchases, they use the return policy as a deciding factor to pick which retailer to patronize. And Majority of clients will buy if the return process is easy.

3 fascinating stats about eCommerce returns

Study shows that 79 of customers won’t patronize an online store that charges a return cost. This is because clients expect returns to be free even without reading the policy.

At the first stage of a business, it’s tempting to overlook return. But as your business grows, investing in a return process is essential. 58 of Customers want a hassle-free return policy from retailers.

A study indicates that 72% of shoppers hope for a refund credit within 5 days of returning goods. A smooth return system is good, but an immediate refund will win clients’ hearts.

The hazards of a poor return policy

When a business practices an imperfect return system, customers get frustrated and spread the words to others. Once this poor buying experience finds its way to the internet ( social media), it negatively impacts the business reputation and drastically decreases deals.

Nonetheless, survey results show that price is the first factor of purchases on Amazon, with 82 percent of Amazon buyers listing it as an important shopping consideration (Statista, 2019). Many of them also enjoy the flexibility offered in returning products and the quick shopping time that Amazon offers

The benefits of a customer-centric return policy

Even though an easy return process won’t bring income, it would lead to high client retention and additionally convert into long- term revenue growth. A good buying experience will take in positive client reviews and word-of- mouth recommendations.

A study indicates that 68% of shoppers check a website’s return and exchange policy before consummating a purchase. So, words like “ free,” “ hassle-free,” and “ easy” make sense in a return and refund policy.

When writing your policy, the idea is to satisfy your clients. The difference between businesses with regular reduplication purchases and those with regular one- time purchases is a patron-centric return policy.

The difference between Returns, Refunds & Exchanges

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Refunds and Exchanges are types of returns.

• A Return is when customers return goods they bought because they aren't satisfied. The customer can return and take a refund or exchange the item with a different product.

• A Refund comes after a return; customers return the product for the money they spent. Some companies will offer store credit that can be spent in- store, instead of direct cash refunds.

• An Exchange is an act of shoppers giving back an first purchase and receiving another ( especially of the same kind) in return. Exchanges can be because of product defects, or size fits.

How to write a return policy that wins hearts

Since it’s supposed that shoppers prefer to patronize retailers with a sweet return experience, the focus remains on writing a great return and exchange policy.

A written return policy will work as one size fits all to tackle returns, refunds, and exchanges correctly.

What every return Policy should cover

The type of eCommerce business or product you sell will determine what your policy contains. But every policy should cover the following basics

Items shoppers can return

Items shoppers can exchange

Products that are “ final sale” ( i.e.,non-exchangeable,non-returnable)

. When goods can be returned or changed ( i.e. 30, 60, or 90 days past purchase date)

. The condition that Products can be returned ( i.e., lightly worn, with tags still on, original condition, original packaging,etc.)

How to initiate a return or exchange ( i.e. a web page to visit, an email address to contact, or a phone number to call.)

Note: If your store is on a third- party website like Amazon or eBay, you have little-to-no control of the return and refund process. You must accept the policy set by those sites, even if it can affect your sales.

Common Exceptions to Return and Refund Policy

Impressing your customers with a satin return process is vital, but not all points fit into the‘ return’ upright.

• Perishable goods can’t be returned or switched.

• Discounted goods are tagged as‘ final sale’ so they can’t be returned or swapped.

• Customized goods that meet specifications can’t be returned or exchanged.

• Returned goods must have tags still on and be returned in original product packaging.

• Returned goods must look fresh and have no visible signs of wear or use.

• For hygienic reasons, some products (like underwear or razors) can not be returned.

• Where to put your return policy

A good practice is to ensure your return policy is visible to shoppers. Customers might try to return goods labeled as‘ final sale’if they never saw any policy.

To cut off those back-and- forth arguments with clients who might miss the policy, you should stick your return policy in hard-to- miss places. A few places to consider includes

• Your website footer

• About page

• FAQ page

• Product page

• Cart

• Checkout

• Website chat

When a return process is apparent, customers will set the right expectation before initiating a purchase. Definitely, some customers will want refunds, but not at the cost of the business reputation.

Ecommerce return policy template

Below is a simple template for return policies. Be sure to customize it for your store and add all relevant information, like shipping and contact details

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However, you're unsatisfied with your purchase and need a return or exchange, we will help you!

, If for any reason.

We allow free returns and refunds for purchases of less than 30 days. You can return your product for a different one, or to get a refund.

Interested?

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