How to Decrease customer returns, refunds and Bitterness

If you are able to reduce refunds and returns, you earn more money! Here are my hints from my company and personal consumer experience.

1. 100% money-back guarantee

When you shop online, you probably don’t purchase products from unknown companies, with no 100% money-back guarantee. You may be hesitant to provide this as you risk giving full refunds if they are unhappy but then you will fast discover what is going wrong, whether it’s unrealistic photography (see number 3), order details (number 4) or packing problems (number 5). By implementing this warranty, you will resolve the product/s quick smart, and reassure the consumer before buy. They can’t fail!

2. True-to-life-size photography

I once purchased a pretty sterling silver”dice” bracelet from a site for my sister-in-law’s 30th birthday, where the dice-size cubes could be customised with the initials of relatives. But the photo wasn’t true-to-size, so the dice were really matchstick-head sized; I couldn’t read the initials. The seller said she had supplied the measurements but not a high-value photograph but unfortunately I’m one of the people attracted by vision, not the wording. It came two days prior to Juliette’s birthday and I had no time to receive her something else. In other conditions, I’d have asked for a refund. Last month, we had the exact same thing happen with a wine deal, where the sample-size bottle was shot probably six feet before the typical size to indicate they were the identical size. We had been too embarrassed to ask for a refund, but many wouldn’t be.

3. Contact details

Online merchants do not necessarily have to offer a Freecall number, but they should offer all contact methods on the Contact Us page. I avoid buying from sites which will not mention the company owner’s name and supply contact details. A quick phone call can help resolve buy questions quicker than any email and so decrease the probability of refunds or returns.

4. Multi-page checkout to check details

Listing the clients’ order details on several pages before checkout, helps them detect and correct any mistakes before they have ordered. I worry a one-page checkout option does not give me enough opportunity to examine the order details.

5. Packaging

This was an expensive lesson for me to learn! Initially I sent my hardcover astrology reports via Express Post, with no protective packaging. Then I got some complaints that the reports were dented, and needed to replace these so I started using bubblewrap envelopes. I still received a few complaints that the accounts were somewhat dented, so I then wrapped the report in a thick cardboard sleeve, which then went to the bubblewrap envelope. Hey presto, no more replacements.

6. Get their comments

Send customer surveys within fourteen days of the purchase. It is time for them to have used it, or even opened it and you can quickly discern from their opinions if they are unhappy with it at all. I used the comments from the reviews to update the packaging and the newspaper and introduce another color, after receiving complaints regarding pink covers for boy babies. I also recontacted all those clients who had made their opinions to let them know I had followed their suggestions they looked to appreciate.

7. Testimonials

Collecting testimonials will lower your returns, too. If they agree, include your client’s name, suburb/town and condition with their review, for increased authenticity, and for SEO. Additionally, the sheer quantity of reviews demonstrates the vast majority of customers are extremely happy with their products and provides prospective customers confidence.