6th Day of Pre-Christmas Marketing - Display Returns policy loud and clear
It’s something we’ve probably all done at one time or another: exchanging a gift we received for Christmas. Sounds familiar, right? It’ll come as no surprise to learn, therefore, that the period immediately after Christmas sees the largest number of products being returned from whence they came. This means that, as an e-commerce website, you should be fully prepared to cope with the queries of customers and those wishing to send back products of all shapes and sizes.
Review your returns policy
The most important consideration you need to have is that the returns policy you operate caters to the requirements of your customers and clearly identifies the stipulations that need to be met in order for a return to take place. With the Christmas and New Year period particularly busy for companies of all sizes, it’s worth taking extra precautions to mitigate any potential issues when the time comes to expect returns.
First and foremost, you should review your existing returns policy to ensure that it is able to accommodate returns within the necessary date range. With so many public holidays happening over the Christmas month, it’s important you are not limiting the options available to customers. This is particularly the case if you only accept returns by mail. Once you’re happy with the terms and conditions of your return policy, you should now look to display them prominently on your website. It instils trust with your customers.
Where to display the returns policy
It’s all well and good having your returns policy detailed on your website but, if it is too difficult to find, or demands too many additional clicks for users, chances are that it will go unread and unnoticed. It’s important, therefore, that you clearly display the returns policy as early as possible to help improve customer experience.
Why not add your returns policy to your payment page? People are often particularly attentive at this stage of the purchase, so having the information clearly displayed ensures that everything comes across loud and clear. You may even make it a necessity for users to read and accept the terms before the purchase can be completed, thereby guaranteeing customers are fully aware.
In addition, you may choose to reiterate the returns policy post-sale, following up with an email receipt that once again clearly defines the full terms and conditions of the policy.
Enhanced customer service
It may seem unusual to want to help customers return a product to you in order to seek an exchange or a refund, but delivering such a high level of customer service will pay dividends in the long term. If you treat your customers with the respect they deserve, and make sure they are supported with the service and information they need, you can anticipate that they will come back to you in the future and possibly recommend you to others. Customer service is essential in this modern era of countless online companies, so go the extra mile to support your customers this Christmas by easing any process they need to undertake.
View all tips: 12 Days of Pre-Christmas Marketing
Read Previous Tip: 5th Day of Pre-Christmas Marketing: Bespoke product pages for key items
Read Next Tip: 7th Day of Pre-Christmas Marketing: Display your delivery costs clearly