6 keys to creating the perfect return policy

Admittedly, the Returns Policy section is one of the pages that can often be neglected by the brand itself but...do you know that this is directly impacting conversion rates and therefore losing you sales? If you want to remedy it, we will tell you about it.

Just a few days ago we launched our first State of Returns Report. A report based on the responses of merchants and almost 3000 end customers where we asked them about the key aspects that make a perfect returns and exchanges process in ecommerce.

From all the answers, we extracted 6 main points that every online shop should include in its Returns Policy:

  • Detail which items can be returned or exchanged. If you offer a variety of items and some are not returnable or exchangeable, make this clear so that your customers know before they make their purchase.
  • Highlight the return deadlines. It’s important that you include this information so that your customers know how long they have to request a return.
  • Explain the conditions under which the product can be returned. There will be cases in which it is not possible, for example, after use. 
  • Specify the types of refunds that are allowed in your ecommerce. For example, if you offer instant refunds, explain this so that your customer knows that they will receive their money back in just 5 seconds. Or if you offer in-store credit, also explain it so that all those loyal customers know that they have this advantage.
  • Include all the costs generated by the return and those incurred by the customer: return shipping, if you charge for the return itself or for a specific method, etc.
  • Detail the steps in the return or exchange process. Any information added in this section of your ecommerce will be more than welcome, so specify the steps that your customer must follow to return or exchange the product: when to send the product, if they have to pick it up at home or if they can take it to a collection point etc.

If you have an ecommerce and you accept returns, this is the minimum information your customer should have access to in your returns section on your website. 

And why is it so important? Because you have to take into account that most customers do not only pay attention to the returns section once they have made a purchase, but even before they have done so. In fact, as we reflect in the report "93.88% of those surveyed say that if the returns policy is non-existent or incomplete, they will not make the purchase".

This means that with an incomplete or non-existent Returns and Exchanges Policy you are losing sales. You are causing many of your potential customers not to complete the conversion because they do not know for sure what happens if they have to return a product from your shop. And this clearly affects your conversion rate and turnover.

As you can see, adjusting your Returns Policy is simple but the benefits are enormous. But do you also want to offer flexible solutions to your returns? If the answer is yes, we are here to help.

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