An inconvenience to both retailer and customer, but exchange is a part of every ecommerce business that can not be avoided. So, managing the exchange process becomes crucial for any ecommerce business.
A comprehensive exchange policy will save time and money you spend on exchange, and keep customers coming back. Here are 4 ways to improve exchange policy that'll keep your customers informed and satisfied.
Determine your exchange criteria in a simple language
Let your customers know exactly what they should expect from your exchange process. Put clear, simple-to-understand policy on a relevant page of your site designed specifically for your exchange and shipping process. Your exchange policy should include the following:
1 - Product condition
Clearly mention the product condition for accepting exchange, which will avoid misunderstanding. Post the required product condition in bullet points to claim for exchange. This way you keep your customers informed and conduct a smooth exchange process.
2 - Deadline for exchange
Post deadlines for exchange to avoid confusions in accepting the exchange from customers. A standard deadline for exchange in ecommerce is 7-14 days, so making that clear in your exchange policy will remind customers to claim for an exchange within the deadline.
3 – Type of goods
Not all type of goods can be accepted for exchange, but if you don't mention the type of goods will leave customers confused. And, you may end up receiving products for an exchange process which are not included in the list. For instance you could refuse to accept exchange of gifts and cakes. So, considering all your products, post the type of goods that can be claimed for an exchange to avoid confusion in the exchange process.
Describe the Mode of exchange
Once you have decided your criteria, the next step you should be clear about is the mode of exchange. This is a decision that you need to make on your experience with your customers and product category. You can either offer a refund or a replacement. In case for a refund – you can have a store credit refund or a cash refund. Clearly mention the criteria for a store credit and cash refund in your exchange policy to process refund efficiently and smoothly. Most customers would find it feasible if you considered the option of a refund only in the case where you are unable to offer a replacement.
Make process of exchange clear
Many businesses accept an exchange request only if the customer provides the bill or receipt received on delivery. This makes it frustrating for a customer whose claim was rejected just because a receipt was not provided. So, having such points included in your exchange policy will ease your exchange process and avoid such situation keeping your customers informed about the terms and conditions of your exchange policy. This way explaining your exchange process in a detail using bullet points in your exchange policy will improve efficiency and customer experience.
Always include exchange label and key criteria with every order you ship
Having an exchange policy on your website is must, but if you want to avoid confusions in handing those returns - then it suggested to always include exchange label and key criteria with every order you ship. This way you don't have to make your customers wait for the return labels.
Including a shipping label in no more difficult. Hail to the world technology! More and more ecommerce businesses are adopting automation in their back-end operations, and integrating a complete retail software solutions will help you easily print multiple return labels in few simple clicks. This way including exchange label with every order that you ship will save time and cost as well as improving efficiency in handling exchanges.
Almost 90% of customers will go back to the store to make an additional purchase after a positive exchange experience. So with the above points and little bit of research, you can have a comprehensive exchange policy in place!
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