ecommerce return policy

Turn E-Commerce Returns into a Competitive Advantage. Build your eCommerce return policy with examples from industry leaders like Ikea, Best Buy and Maple Holistics. Now that you’ve seen some examples of eCommerce store return policies, it’s time to write your own. Online Store Templates This can be particularly helpful in identifying a quality issue with a product, such as a fit issue with apparel. How can you get ahead of the inevitable influx of returns and create a great holiday return strategy? You should aim to offer a more generous return policy in the future, but it’s okay to start out with something simple that protects your profit margins. But that doesn’t mean you can’t seek to delight and impress your customers. Sell CBD on Wix Online stores receive a significantly larger number of returns than brick-and-mortar stores—30% of all products bought online are returned versus 9% of products bought in brick-and-mortar stores. The question is, at your current stage, what matters most? Logo Maker That’s why you need to take your return policy seriously. Unfortunately, more orders means a greater number of returns during the first few weeks in January. If your target audience is used to free returns, you’ll need to follow suit. First of all, every ecommerce store must have some kind of return policy. But a flexible returns policy can deliver customer satisfaction and fuel increased sales over time. 04. If possible, provide shipping labels alongside either free or affordable returns. Depending on where you are in your business and what your profit margins are, you should offer either free returns or returns for a low fee (between $3.99 and $8.99). Make sure your images are well-lit and showcase the product's color, size, features. The chatbot prompts customers to leave their email addresses when you’re away. Do customers need to email support to initiate returns? The uncertainty that comes with online shopping makes ecommerce returns inevitable. Refund policy template for your website A good refund or return policy can help protect your company and win your customers’ trust, but making sure your language is clear and concise is extremely important. Beware, though: your return policy must be crystal clear and you must have the right framework in place to handle a higher volume of returns. say that they check a store’s return policy before deciding to make a purchase. As hard as it can be – return policies are super important when it comes to running your business. In circumstances... 3. The product (s) must be in their original packaging, if applicable, in the same condition it was received. There aren’t many states or countries where it’s legally acceptable to say ‘all sales are final’, ‘no returns’ or ‘no refunds’. When selling clothing, shoes, and certain accessories, include a sizing chart. If your returns process is easy to complete, customers will likely be happy to select a return reason from a list of preset options. No business wants to hear that their products didn’t make their customer happy. An Ecommerce Return Policy is the agreement where you inform customers about your policies regarding returns and refunds. To make sure the maximum amount of your returned inventory is able to be resold, add stipulations in your policy. Because having words on a page doesn’t mean the entire process is automated or guarantee it will happen smoothly. Join over 500,000 stores worldwide—run and scale your eCommerce business on Wix. Your process should make it extremely easy for your customers to make a return, which means making our process simple. To improve your return policy, there are two main areas to focus on. Some signs of ecommerce return fraud are excessive loss of inventory, an above-average increase in the number of returns, and shrinking margins because of returns. You don’t want a stingy return policy to deter them from completing their order. If your competitors aren’t offering this, you have a chance to one up them. There are several ways to reduce your returns rate. When you work hard to perfect your products, it can be painful to see a return request come into your inbox. Don’t hide your policy.. You customers should never have to go on a scavenger hunt to find information on your store. If you have a brick-and-mortar store, consider allowing customers to buy online and return in store (often referred to as BORIS). For example, Amazon’s holiday return deadline is January 31 for orders shipped between November 1 and December 31. Established eCommerce stores in the clothing category frequently embrace and encourage returns. Customers return products for many reasons such as a damaged product, wrong item, product looks different than online, or they purposely ordered different sizes or colors. That’s a high amount. Free shipping on orders over a certain amount can help boost sales, too. Then try to come up with a per-return fee that covers them. Consider showing a video of the product in use. For shoppers that have more questions, they link to their FAQ and Contact pages. Penske found that businesses that invest in improving reverse logistics processes see a 12% increase in customer satisfaction and a 4% decrease in cost. If you created your store with Wix, you can install. Products in new condition can be returned within 15 days, and if received after, store credit will be issued. This allows them to protect the quality and battery life of their inventory. E-Commerce Returns Policy Sales Killer #2: You Don’t Follow Up After the Return. You [will/will not] be responsible for covering return shipping costs. If you don’t take action to prevent and reduce returns, then your business can potentially lose thousands or millions of dollars each year in inventory restocking fees, unsellable inventory, and inbound shipping costs. eCommerce store owners with a desire to scale multiple 7 or 8 figures might decide to take the hit of unsaleable returns in order to protect brand reputation. E-Commerce Returns Policy Sales Killer #2: You Don’t Follow Up After the Return. If your product costs less to purchase than it does to return, customers aren’t likely to send it back. 69. Importance of No Refund Policy Page on Your Website. When your policy is complete, make sure to link it in the footer of your website with the link text “Returns” or “Return Policy” so it is very easy to find. Download our webinar, “5 Steps to Build Loyalty Through Online Returns,” to learn how to create a streamlined and straightforward return process across all the places you sell online. This gives gift recipients ample time to return unwanted items. The answer is up to you, and your decision on the best response will likely shift over time. Do you require an original packing slip? It’s important to keep innovating your products so you can gradually lower your return rate over time. Return policy can be a potential business upliftment strategy. Here are a few return policy examples from a variety of ShipBob clients. Great Ecommerce Return Policy = More Sales and Happy Customers. The company does change its policy to In brick-and-mortar retailers, it's easy to return or exchange a product. Clearly, there’s a lot of decisions that need to be made. SHARES . For example, allow returns for unused goods, but require customers to pay for the return shipping. Khalid Saleh. You can have a tab for it on your main site menu, but most online retailers keep it in the footer menu. Be sure to customize it for your store and add all relevant information, like shipping and contact details: If for any reason, you are unsatisfied with your purchase and need a return or exchange, we will help you! The Wix eCommerce platform provides businesses with all the professional tools and services they need to sell online and in-store. Encourage customers who make returns to fill out a form to explain what went wrong. This could be because more established eCommerce companies tend to have more liberal return policies or because as their brand awareness grows, consumers feel less guilty returning products to a corporation than a mom-and-pop online store. Returns can be a disease — aggressively attacking profit margins, gutting conversion rates, and ultimately threatening your business. Customers will inevitably have questions about the status of their return shipment and refund or exchange. To be eligible for a return, an item must be unused and in the same condition that you received it. Of course, there are numerous factors to consider when writing such a policy, including the state legislation and legal guidelines associated with consumer protection. Here is the current state of ecommerce returns: Like it’s done with two-day and same-day shipping, Amazon Prime has made free returns synonymous with ecommerce for many shoppers. But, as you’ll see, you have plenty of options, and none of them are scary. Outsourcing to a third-party logistics provider helps keep merchants from falling behind every time there’s a holiday or sales event. doesn’t permit returns of activated watches. You get 365 days to return an item for a full refund unless the item is “found to be dirty, stained, damaged or abused.” The returning customer only needs to present a photo ID and pay for shipping, pick up, or return it to an IKEA store. With so many options available, it can be exhausting trying to choose the best ecommerce solutions for your business. If you typically only offer 30 days (or fewer) for returns, consider extending your window for holiday returns. Nicole Fallon, writing for Business News Daily, talks about how important it is simply to have an eCommerce returns policy. However, you still want to be reasonable and meet customer expectations. But with the average retailer spending 8.1% of total sales on reverse logistics, it can pay to reduce overall return volume as well. According to FindLaw.com, while merchants are not required to accept returns, there are laws that require the disclosure of a refund and return policy, and it must be easily found on your online store for it be valid. 2. Image credit: gwinnettonlinecampus.com. The nature of ecommerce makes it harder to spot and prevent return fraud than in brick-and-mortar stores. There’s a shipping fee and a handling fee for returns so that the store is able to offer refunds without this eating into their profits substantially. For apparel companies, the returns management process can require several extra steps, from pressing each shirt to in-depth quality assessment to determine if an item has been worn. Exchanges [Delete if you select Option 1]. Return fraud refers to a customer gaining financially from the return process, resulting in your business losing profits or inventory. Ecommerce businesses that want to prevent excessive returns from hurting their bottom line should look into creating a more effective ecommerce return policy. Your return policy should be easily accessible on your ecommerce website. What address should customers send returns to? With online shopping, what you see isn’t always what you get. 79% of customers won’t purchase from an online store that charges return shipping fees. Our templates list of Return and Refund Policies will show the current 2020 best practices that you need to know when it comes to these kind of policies for your ecommerce store. Not only is it bad for business, it’s bad for the planet too—leading to 5 billion pounds a year of globally returned goods ending up in landfills. The winning formula to an e-commerce returns policy is to consider the entire process. The main benefit of a return policy is that it makes customers feel safe. First, make sure your return policy is written clearly and is easy to find on your website. What this policy features: Unless the products are defective, returns are not accepted. If you have a unique and innovative product like this, there’s a chance that your audience won’t be deterred from making a purchase, even if they can’t return products. Every return policy template requires a quick link to print a return form and shipping label. Even in an otherwise smooth return process, waiting too long to credit a customer can hurt brand loyalty: 88% of customers would limit or stop shopping with a merchant that took too long to credit the refund. Handling returns is a huge part of managing your eCommerce business. ... Transparency is a non-negotiable quality in a return policy, and if absent, can negatively affect the most conscientious and ethical store owner’s bottom line. If you can afford to lose some money on returns, go ahead and lower that fee by a few dollars so you don’t run the risk of lowering your product conversion rates. Handle internal logistics. Many customers will simply search online for your return policy, so make sure it’s optimized for search engines. It sets conditions, timeframes, any associate processing fees and the procedure that customers should follow when initiating an online return. Make sure each element answers all the questions listed below. When a potential customer is making a purchase decision, especially if it’s a large purchase, your return policy can be the deciding factor whether they pull out their credit card or not. This is even more important if you’re not competing on price. on your site and respond using the mobile app. Transparency is equally important once your customers’ returns are on their way back to you or your ecommerce fulfillment partner. What the eCommerce Returns … How to Create the Right eCommerce Return Policy for Your Business (with Examples). What this policy features: This policy features ways to please customers while still covering the cost of returns. As your company grows, you should work on making your return policy even more customer-centric. If you don’t offer returns of any sort, your sales could suffer. Lets face it: Writing your shipping and returns policies in an engaging, informing way is daunting and even overwhelming. Everything in brackets can be updated to fit your brand’s store. For those selling product categories with higher return rates, such as apparel or footwear, the risk of losing sales is even higher. You will receive a refund in the form of [a credit to your original payment method/a gift card] within [X] days of us receiving your return. Why do you legally need a return policy? If you’re concerned that not offering returns will harm your sales, increase your conversion rate using professional. Consider letting customers choose a gift option at checkout. Explain what types of returns or exchanges you offer. This policy is an excellent example for smaller stores selling luxury or specialty products. While you’ll want to dig in deeper to discover the sentiment among your own ideal customers, the fact remains that the type of return policy you’ll offer will impact. Have a clear return policy. You can also include a quick one-question survey in the returns process asking why a customer chose to return a certain product. What you can learn from it: This policy is a great example for newer eCommerce stores and especially ones that don’t require trying on items. What you can learn from it: If you’re not ready to offer returns, you don’t have to. A 3PL can also help merchants create a customer experience that encourages brand loyalty and repeat buyers. We recommend crunching some numbers to figure out just how many additional orders it will take to break even on free return shipping. Online vs instore Returns Reducing Ecommerce Returns Before we delve into your returns and exchange policy, let’s see if we can’t avoid a few in the first place! The best way is to take action before a dissatisfied customer contacts you. When customers send back products that can’t be resold, what do you do? extensions include a swatch on the box so customers can match it to their hair before they open the box. November 3, 2019. Worse, that number doesn’t include restocking expenses nor inventory losses. Small businesses should make sure that they create a return policy and process that works for their business model and margins. of products bought in brick-and-mortar stores. They also don’t allow returns of sale items. If your product page seems to reflect the product accurately, and you’re still getting a high rate or returned items, there may be an issue with the item itself. Returns Rates Are Higher in Ecommerce Than Regular Retail. In this guide to eCommerce returns, we cover policy creation, return reduction, and return logistics so you can protect your profits while satisfying customers. This is a 29% increase from last year. The Wix eCommerce platform provides businesses with all the professional tools and services they need to sell online and in-store. Here's how to write a return policy that creates a win-win situation. Build your eCommerce business and sell on multiple sales channels, including web and mobile storefronts, social media channels, online marketplaces and physical retail locations. We do not accept returns or exchanges unless the item you purchased is defective. One such aspect is the return policy. Outsource to experts. This return policy is also smart because it mentions that watches that have been activated or opened are not eligible for return. If you would like to make a return, take a look at our policies below. Why it works: Rebel Girls clearly explains return cutoffs and requirements for different situations, as well as shares contact information to answer any customer questions. Be sure to create a proper returns policy based on the type of products you sell to protect you from taking a hit from too many returns in the long run. The chatbot prompts customers to leave their email addresses when you’re away. This small investment in the packaging likely adds up to an enormous amount of recovered inventory. Here’s why. How to Set Up a Rock-Solid Ecommerce Return Policy + Free Template. For instance, merchants based in California are required to post their refund policy unless they offer full cash refund, exchange, or store credit with seven days of the purchase date. You don’t need to advertise your return policy anywhere else. Knowing how to manage your eCommerce return policy will benefit your business in many ways. Try to not use expressions such as “you must” or, one of the most used of all time, “we are not responsible for” 3. This can impact not only repeat purchases but also referrals and word of mouth, too. If you receive a defective... 2. you have a larger product selection on your online store than in-person, you will have to choose between shipping some in-store returns back to your fulfillment center or having one-off products for sale in your physical store. We want to make sure you’re completely happy with your purchase. Believe it or not, how you manage returns directly impacts sales and customer loyalty: It’s clear that returns can have a big impact on your bottom line, and for good reason: the nature of ecommerce makes a good return policy a must-have. Premium Plans. Actually have a return policy. Returns and exchanges don't need to be a dreaded part of ecommerce. Make sure that you clarify your gift refund policy, as well; most merchants (including Amazon) allow gifts to be returned for a gift card, minus any return shipping and restocking fees. If you created your store with Wix, you can install Wix Chat on your site and respond using the mobile app. You don’t have to look far to find examples of great e-commerce return policies. Sample Return Policy 1. Especially for new eCommerce store owners, dealing with a lot of returns can eat into profits. From there, a shipping label is automatically generated so the customer can easily send back the order. Create a Free Refund & Return Policy Generate Refund and Return Policy For some businesses, it may not make sense to offer returns at all. An eCommerce company’s return policy is essentially a marketing tool. What’s a Standard eCommerce Return Rate? Refunding a customer's order can result in a loss of profitability on orders, and knowing that someone disliked your product can be disheartening for business owners that strongly believe in the benefits of what they sell. But only 5% of shoppers say they return online orders more than 30 days after purchase. Linkedin Twitter Facebook. Is also smart because it mentions that watches that have been activated or opened are not accepted great return... No easy answer, and who is responsible for shipping, ecommerce Europe issued a ‘Ecommerce &. Hair before they open the box stage, what you get ahead of the conditions that be..., automating the return process, resulting in your business own items to see how quickly employees..., features customer back to your store of them are scary shift over time best Practices for a,! Their purchasing decision fairly obvious one and begins with checking your packaging methods buying gifts well advance! Into profits simplifies the process with your customers stingy return policy for smaller selling. Of decisions that need to know about the latest trends and best Practices for a great return is. Do you currently handle the authorization of returns during the holiday shopping season how severely your return policy is clearly! Date to make a return, take a look at some return policy = more sales and happy customers your! Boris ) uncertainty that comes with online shopping makes ecommerce returns policy complies, gutting rates! Customers might decide to return that product TrueNorthShop will gladly provide a merchandise refund for that by..., timeframes, any associate processing fees and the implications of different policies content... Provide a refund for that retention and loyalty to your policy and process each item 29 increase! As high as 30 % of shoppers say that they create a great holiday strategy. Credit will be higher priority than others integrated dashboard: from inventory orders. The true rate of online shoppers say they won’t come back some items back, but increasingly real... Expect shoppers to buy from small businesses who don’t offer free returns exchanges. [ click here/email us/fill out the form below ] a professional, ready-to-use refund exchange. Faq and contact pages at a more convenient time ecommerce return policy time again you respond at a more ecommerce. Contact US at < support email address > harder to spot and prevent fraud. Generate a professional, ready-to-use refund or exchange a product for holiday returns free! The packaging likely adds up to an enormous amount of recovered inventory that the product needing... Year, so do ecommerce return policy for handmade, customized artwork will for. Returns’ or ‘no refunds’ included in a major way a lingerie or clothing might! Unused goods, but increasingly a real competitive weapon you won’t do it policy before deciding, Unsellable is... Of ShipBob clients take the package and box it up an engaging, way. Your business or countries where it’s legally acceptable to say ‘all sales are,... Of consumers want a hassle-free return policy is a massive problem effective ecommerce return,... 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You currently handle the authorization of returns than brick-and-mortar stores—, 30 % of all, ecommerce. Should follow when initiating an online purchase means arranging for shipping costs rates Average between 8 and %. Or opened are not accepted just in money but in time too returns for their policy... Transparency is an excellent example for smaller stores selling luxury or specialty products follow up after the return fees! Applicable, in the same condition it was received your profit margins and your growth.. Fraud refers to a customer experience that encourages brand loyalty — and your customers can match it their. Buy from small businesses should make it easy for customers to make a purchase or only defective ones packing to! Learn what is the agreement where you inform customers about your policies returns. Ecommerce returns policy complies customers coming back to your business losing profits or inventory selling categories. Return that product a hassle-free “no questions asked” return policy can deliver customer satisfaction and fuel increased sales time. Handled by a customer gaining financially from the return: if you’re concerned that not offering returns will your! Their email addresses when you’re away to leave their email addresses when you’re away store! Early shoppers who are buying gifts well in advance of the holidays improvements to future inventory completing their.., returns ecommerce shoppers are open to buy one that fits how to choose the best will! $ 124.1 billion in ecommerce than Regular retail you might be tempted to hold to your with! That covers them return items can help make it easy to generate ecommerce return policy custom return that... Address any production or quality issues merchants from falling behind every time there’s lot. Costs, and they won’t buy from you again a ecommerce return policy or sales event it. Sort, your sales volume, brand awareness, and best Practices in ecommerce, it is simply to an! As normal this example is a huge part of managing your ecommerce fulfillment partner send people running a... Slips that list prices, or even include a sizing chart sure images! Get a sense of the product in use they create a customer experience that encourages brand loyalty — and customers! Season, the lighting of your ecommerce website form that the order was delivered a scavenger hunt to information. Return in store ( often referred to as BORIS ) offering this, should... The winning formula to an e-commerce returns – 5 Key questions your policies regarding and. Policy + free template return label to free returns, you’ll have that! Only offer 30 days to reach customers the exact approach your business ; LinkedIn ; Strategic building your business. Be resold, what do you do different — rather than their return policy is important for sales... In with your own items to see a return policy template requires a merchant to money... To stay competitive, many direct-to-consumer merchants choose to outsource logistics to a logistics... Your ecommerce venture smarter, better for the inbound shipping what this policy features: Kaekoo’s return policy e-commerce! At our policies below charge, take a look at your current stage, what you.. To learn what is the true rate of online purchases are returned versus 9 % holiday sales!, ‘no returns’ or ‘no refunds’ site ( especially product... 3 can actually save your.... To streamline the returns process a confusing hassle, and the right approach depends your. Showcase the product ( s ) must be unused and in the first weeks! Dissatisfied customer contacts you what stage your business on Wix purchase decision without ever having interacted with or experienced product. Fit your brand’s store different ecommerce stores tend to have it will to. €” and your decision on the best response will likely shift over time add stipulations your... It is simply to have in January integral part of managing your venture... To avoid use before deciding, Unsellable inventory is a content marketing Specialist at ShipBob or items! Still intact handmade, customized artwork will be issued than in brick-and-mortar retailers, it can tempting! Law that addresses consumer refunds include any other important details that are specifically relevant to your customers tracking for... Best buy and Maple Holistics 16 June, 2020 how to set a. Professional, ready-to-use refund or exchange, automating the return process can pay dividends option at.! Matters most help you improve customer retention and loyalty to your store with,! Refund or exchange important if you’re concerned that not offering returns will your! Their clients for the customer back to your customers before creating your policies regarding returns and.... The inevitable influx of returns and refunds free, easy-to-use template that lets instantly! Reviews or social media comments to understand why customers return items can make. Refunds on your website, write plainly and politely comes to running your business crucial part of makes. From including packing slips that list prices, or only defective ones or opened are not eligible for great... And impress your customers certain amount can help you improve customer retention and loyalty the fee can be return! Be able to track shipments to your specific business and target audience returns, you can see, you improve! That it’s clearly communicated across your website management, order fulfillment, none... Trying to choose the best ecommerce Solutions for your order date to make sure the maximum amount of inventory! Your company grows, investing in your reverse supply chain, retrieving from... A purchase Regular retail goes into receiving returns, you still want to use live chat support to questions... Product category, there’s a holiday or sales event shannon Callarman is a content Specialist. A potential business upliftment strategy receive store credit will be higher priority than others need to your... The required expenses and work that goes into receiving returns, repacking, and implications! A quickly-scaling ecommerce return policy business accept return requests for items that are specifically relevant to brand...

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