The Top 10 No-Nos for Returns Management
A lot of time is spent thinking about how to improve your returns management system. This is no doubt a good use of your time, as returns are a huge factor in the success of your business. However, you should also look at things from the other side, and focus on what you shouldn’t do in your returns management system.
Here’s a list of the top 10 no-nos for returns management.
1) Hiding your policy- Customers often will look for a return policy when shopping on your online store. If your return policy is hard to find, or unclear, it might prompt them to not purchase goods on your store. An unclear/hidden return policy makes your business seem untrustworthy and even dishonest.
Make it easy for customers to see and understand your stores return policy to keep their vital trust.
2)Charging exorbitant restocking fees- If you have charge restocking fees, make sure they are fair for the customer. Whether it be a percentage, or a flat rate, your restocking fees shouldn’t be more than enough to cover your expenses from the return, and they should be clearly stated to the customer.
3)Waste time on RMAs- A return merchandise authorization is a number issued to customers to approve their return. This number is used to monitor the return and make sure the product is received and the customer is refunded. It can be a pain to create and track RMAs, but a returns management application can do much of this process for you. Find a returns management application with an RMA feature, and free up a lot of your time to focus on other aspects of your business.
4) Forget about resolutions of returns- Always be aware of the status of return resolutions. If you don’t keep a careful watch on which customers have been refunded and which customers need to be refunded, you could make returns a lengthy and annoying process for the customer. Track return resolutions and don’t make customers wait!
5) Abandon customers- One of the worst things you can do when a customer decides they want to return your product is to ignore them and let them figure out how to return the product. Help customers through returns, send them return shipping labels, and maintain the good customer service you would give a prospective customer. Treating customers with returns well, and helping them through the process can prompt them to return to your store in the future.
6) Charge for returns of defective products- Even if you ordinarily charge a restocking fee, don’t charge it if your customer returns a product because it doesn’t work. If you send them a defective product, they definitely should not have to pay for it.
7) Forget to return inventory back to stock- When a customer returns something, you need to make sure it goes back into your inventory so you can sell it again. If a customer returns a working product, make sure you update your inventory so your data is accurate.
8) Waste time generating return shipping labels- Return shipping labels are shipping labels that you can send your customer to send your product back with. Come up with an efficient way of creating and sending these out, as they are a great tool for your returns management. A returns management application can create and send out return shipping labels, and is a great solution to this problem.
9) Separate returns and customer service- Your returns service should be integrated with your customer service. When customers want to place a return, make sure they are working with customer service so they can have the easiest return experience possible. Once again you want customers to appreciate your business during their return process, and want to come back to you in the future.
10) Forget to keep track of the reasons for returns- It’s easy to just deal with returns and move on, ignoring the reasons for these returns. However, if you monitor why customers are returning your products, and which products are frequently returned you can greatly improve your business. If certain products are frequently being returned because they’re defective, you might want to stop carrying those products. By tracking the reasons for returns, you can figure out how to reduce returns, and increase your sales.
For a solution to returns management, and a way to stay away from these “no-nos”, look to the Bizelo eRetail Returns Management App and make returns management easy!