Annoying as they may be, returns will always happen. That makes an efficient returns system all the more important. Here’s an overview of how you can prevent and handle your returns as sensibly as possible.
Preventing returns
Returns are expensive and time-consuming. In most industries, returns will keep happening, but you can try to prevent them. A common reason for returns is a wrong impression of the product. To minimize this, you can…
- …use detailed product descriptions: Make sure the product information is accurate and comprehensive (e.g. size details, material descriptions, instructions for use).
- …show product images and videos: Show your products from different angles and in use to give customers a better idea of what they’re getting.
Return policy
Decide how you generally want to handle returns:
- Legal requirements: In Switzerland, there is no statutory minimum period for returns. Nevertheless, it makes sense to grant a return period of at least 14 days. Things are different if you sell in Germany: there, a statutory minimum of 14 days applies.
- Your own return policy: Define clear return conditions that are transparent and easy to understand for your customers. You should publish them clearly on your website, for example, to avoid misunderstandings.
To make the returns process easier for your customers, you can implement a few things:
- Automated returns portals: Offer an online tool that lets customers initiate their return themselves. This saves time and effort, for you and your customer service too.
- Return labels: You could provide prepaid return labels. Of course, this also comes at a cost.
- Clear instructions: Give clear and simple instructions for packing and returning items. This also helps you simplify the process for your logistics. This includes, for example: the return period, the expected condition of the goods, exceptions. You can find templates for this online.
Also consider whether you want to cover return shipping costs or pass them on to the customer. Free returns lead to higher customer satisfaction, but also to higher costs.
Customer communication
Keep your customers well informed throughout the entire returns process:
- Return confirmation: Send a confirmation once the return has been received.
- Refund status: Keep customers informed about the status of their refund or exchange.
Returns with a fulfillment partner
For our customers, we take care of the complete returns management. That means we handle:
- Receiving the return
- Inspecting the returns
- Processing the goods further, e.g. sending them to the customer, putting them back into stock, etc.
- Adjusting stock levels if necessary
If you’re interested in a fulfillment partner, request a no-obligation quote here: Fulfillment price configurator: calculate your costs online | fultastic
