After the holiday is over, you can breathe a long breath. Things can finally settle down and return to normal, right?
Hmm … not exactly. With expected holiday sales in January and February, a record reward was achieved. Last year, Only UPS is expected to deal with 6 million returns within a week after Christmas. After the holiday is over, your primary task is to satisfy customers who want to return to you who want to return to you, inappropriate or defective products.
It is estimated that 25% to 30% online purchase was returned! This means that you must formulate a plan to deal with the return of the festival -and handle it very well that these gift receivers have become real customers. Let’s see how to handle these returns and exchanges smoothly. Before the start of the season, we will start from what you can do to prepare your website. Then we will see how to properly handle the return and dissatisfaction.
Prepare? Let us continue.
6 methods to return the goods after the holiday 1. The first thing to do: make your store well organize
] Before the end of the holiday -more precisely, before the holiday
starts [123 ]-
, see how you show the return theme of the return on your online store
.
Customers will find return information. Make sure it is accessible.
You should have at least one page dedicated to the return policy, detailed instructions that can be returned and cannot be returned, when and how to return the goods. (See below for more content.) If you need to issue RMA, try to create and link to forms that are only used for this purpose.
Some stores have further, adding return information on each product page. This can be permanently completed, or it can be added as a temporary work during the holidays. If some of your products have different return policies (for example, if you sell personalized goods or from different manufacturersRepresentative sales), this will be particularly useful .
Finally, check your customer service and common question pages, footer and site maps. Make sure your return policy or any link to any online return form is easy to access. If the customer wants to return, it will help customers get what they need quickly. 2. Establish a good return policy (if you are not yet)
You may have developed a return policy. But in order to make your customers happy after the holidays, it needs a good
return policy. Killer -level return policy should include the following:
Free return transportation
—— avoids as much as possible to avoid returning to the product that is not suitable or not suitable for them to return as much as possible. Customers charge fees. If you are using products such as shipstation, you can contain a pre -printed label in the box to easily return the goods.
Refund information
-How to the customer’s return will be recorded in the lending party? Explain when the full credit is issued, which method is issued, or whether it will deduct the replenishment costs. Usually it is best to avoid deduction from the refund, unless the product cannot be sold again.
The real return process —— clearly explains how the customer will return the product to you. Do they first need RMA? If so, how do they get it? Try to make the process as simple and automated as possible.
Clear expectations —— Explain when the refund was issued after receiving the return, and how to notify the customer’s return or refund.
Contact information -If if there is a problem, the customer should definitely have a way to get in touch with someone -fast.
If you ship in the European Union or to the EU, there is an important return for your return.
As we introduced earlier,
International transportation and return
may be very expensive.
According to the value, you may want to provide a full refund or exchange without the need to return the product. Special instruction Customers will return to the unintended goods within 30 days, please consider extending it to 60 or even 90 days.
Sometimes, gift recipients may take a while to open their holiday gifts, and extending this time will bring them flexibility -when they cannot return damaged or damaged items, they will not be angry. The extended return period also allows you to accommodate these international freight (this may take weeks), or non -traditional holidays after the end of December. Believe in us -trouble, if so, it is worth it. Your client will be very grateful. 3. Training your customer service team
Training is the key part of the peak after the festival. If your team does not know what to do, your customer will accept it -t. and it is likely that you will not shop with you anymore.
Whether your team is composed of a customer service representative or a hundred customer service representatives, please leave some time to discuss expectations for returns and replacement. Try to discuss specific action items, for example:
return period length [123 ] —— How long does it take for customers to return? Do you extend the time limit for the purchase between the purchase between a specific date?
Exchange
– Do you exchange any or all purchases and/or gifts? Delite – Do you have to be attached to the receipt or purchase certificate (for example, the picture of the box, the email receipt of the repost, or some other receipt)?
Damaged goods
-If if the customer reports the damaged product, will it be required to transport them back or provide any damage certificate? How to provide alternatives?
Please keep in mind that over time, new problems may occur, so please be present and prepare to answer these questions.
4. Prefer to consider the return request
When the holiday is over and your team starts to work again, the return should be one of your primary tasks,
If it is not yours The first priority .
Your customer service team should leave time every day to review the receiving return request or RMA, answer questions about returns or exchanges, and deal with the refunded goods. In addition, the physical return should be
at least disassembled and reviewed once a day, and a refund was issued quickly.
Try to maintain continuous communication with anyone who submitted returns to your store. For \”receiving returns\” or \”already issuedThe refund \”setting a email template that can automatically send is not a bad idea.
5. Find a way to support unhappy gift recipients
The owner received you from receiving you from receiving you from receiving you from receiving you from receiving you It is not uncommon to use a product that does not want, does not need or cannot use its gift recipients in the current state. Challenging.
Is this exactly what she wants … or completely failed? (Picture source: Gordon) If you cannot verify the purchase of purchase Or refund to the original buyer, please to provide store credit in exchange for returns . This will enable your customers to choose more things they like while preventing any type of fraud or suspicious activities. [123 ] If the customer likes the products they receive, but only need different sizes, colors or other similar things,
Please send them a transport label and replace
. Decide yourself -if you trust them, you can put the replacement and label in the same box, or wait until you receive the return and send the replacement.
Finally, if the receiver feels uneasy because of receiving damage or defective gifts, you can provide replacement, provide store credit or both provides both the store’s credit or both provided them.
After all, there will be a long way to go. If you transport a replacement, please do not let them return the damaged items -this is very troublesome, and you cannot resold.
] 6. Planning any refunded goods in advance Finally, let’s solve the topic of return. What should I do after getting back these items?
The plan allows your team to make your team in your team的至少一名成员接受培训，以对退回的订单进行目视检查。 该员工应该知道新产品的外观——密封包装、附加标签、标签等——以及如何重新密封或补充货架（如果Applicable). When you receive the customer’s return, your employee should evaluate each of the products that are attached and pay attention to its condition. If it is still new, it can be resold, only [ 123]将其添加回您的库存，贷记客户，然后继续前进。
[123 ]
Back to the inventory you go.
If the product condition is not good and cannot be sold, your return policy should be stipulatedHow do you deal with
. You can make a loan of customers and create a \”used\” part similar to new products on your website, or bear cost … or You cannot re -invent the project and hardly provide it without providing it. cedit. this is your choice.
Finally, if the product is damaged -this is not the customer’s fault- throw it away and return it to the recipient or send a substitute . If the product is damaged during the mailing process, you can make claims to your transportation company at any time. Exclude customers -they don’t need to know. More suggestions for returning goods from the joint from ShipStation Although the period of holidays and after holidays may bring pressure, through some plans, they may not be far from your expectations as expected pain.
In fact, you can even increase sales by providing an excellent return experience.We talked with some ShipStation companies,
How they optimized their return games before the holidays, including a relaxed self -service brand return portal.
combined with this article
Use
These techniques Be prepared -once the holiday is over, breathing will be easier. We hope you like to read these suggestions so that your store will easily spend the return period after the holiday. I wish you a happy holiday! ———— This holiday post is brought to you by shipstation.
Shipstation will help you arrange the holiday delivery and return in an orderly manner, making your breathing easier.
Some stores have further, adding return information on each product page. This can be permanently completed, or it can be added as a temporary work during the holidays.
In fact, you can even increase sales by providing an excellent return experience.