Most retailers doubtlessly have to deal with customers retuning purchases at some point. There’s any number of reasons why a customer will return a purchase; some are perfectly legitimate, while others may seem arbitrary.
3C Contact Services tells its partners that they should always have a return policy in place, especially if they sell physical products. Here are just a few of the reasons why your customers might return their purchases:
1. It Doesn’t Work: If you sell products such as electronics, they may occasionally have defects that cause them to work improperly or not at all. If this happens, offer to exchange the product for the customer instead of offering a refund.
2. Wrong Size: When customers purchase clothing online, they may order an item that is either too large or too small. In this case, offer to exchange it for an item that fits properly.
3. Changed Their Mind: What seemed like an exciting purchase when they first made it may cause a change of opinion when it finally arrives or after they’ve had it for a few days. In this case, suggest an alternate purchase that they might enjoy more.
4. Didn’t Match the Description: This can be avoided by giving a detailed description of the product on your web site. Always provide your copywriters with all the details about a product and, when possible, have the manufacturer read over the copy to make sure that the details are accurate.
5. Ordered the Wrong Product: Particularly when shopping online, a customer may click on the wrong box and make a purchase that they did not intend to. Or, they may discover after they returned home that their purchase is not the one they intended to make.
6. Excessive Amount: If you offer products in bulk, a customer may order more than they needed to and return their purchase because of that.
To avoid any of the above reasons, make sure to thoroughly test your products and clearly mark clothing sizes; the same goes for products and services themselves. Provide detailed descriptions to avoid any confusion when your customers make a purchase.
While it is good to have a return policy in place that guarantees that customers will be able to exchange or return their purchases, 3C also recommends that partners be aware of customers abusing a return policy, particularly if they are purchasing an item of clothing they only intend to wear for a special occasion or electronics they only intend to use to shoot an event, such as a camera.
