So, how do you handle returns...
While a return and cancellation policy is a must for any eCommerce store, I am wondering how do you handle "unethical returns" while also being customer friendly at the same time.
I am asking because for my eCommerce apparel store, I'm seeing about 15% return rate, almost all of which is due to customers changing their minds after receiving the order.
Latest case - a customer received the consignment, e-mailed us back that she needed a different size in exchange, which we agreed upon happily. Two days later the customer emails back saying that she would like to return the product. We asked her that there is a no returns policy(except in cases of defect) and refunds happen through vouchers in defect case, and we'd be happy to exchange the product for anything else she wants. Then the customer backtracks and says she is not happy with the quality and would like to return only.
All this when everything is clearly mentioned in the returns policy on the store.
How does one handle customers like these? Straight up cite the double standards or be customer friendly and accept the return? I'm guessing if she isn't happy with the quality she isn't coming back so customer retention shouldn't even be a factor.
The problem is return shipping costs make a massive dent in the entire bottomline, so looking for a way to put an end to this...
I am asking because for my eCommerce apparel store, I'm seeing about 15% return rate, almost all of which is due to customers changing their minds after receiving the order.
Latest case - a customer received the consignment, e-mailed us back that she needed a different size in exchange, which we agreed upon happily. Two days later the customer emails back saying that she would like to return the product. We asked her that there is a no returns policy(except in cases of defect) and refunds happen through vouchers in defect case, and we'd be happy to exchange the product for anything else she wants. Then the customer backtracks and says she is not happy with the quality and would like to return only.
All this when everything is clearly mentioned in the returns policy on the store.
How does one handle customers like these? Straight up cite the double standards or be customer friendly and accept the return? I'm guessing if she isn't happy with the quality she isn't coming back so customer retention shouldn't even be a factor.
The problem is return shipping costs make a massive dent in the entire bottomline, so looking for a way to put an end to this...