Saturday, December 22, 2012
Tackling Holiday Gift Returns
Do you have a return or exchange policy? Are you already dreading the post holiday gift returns? It’s important for businesses to keep their customers in mind when it comes to their return policy.
BBB recommends that businesses consider the following when creating, solidifying or simplifying their return policy:
Make sure the customer is aware of your policy. Display your policies at the checkout counter and on your website.
Provide gift receipts. Six out of ten shoppers say they include a gift receipt when giving a gift, so be sure to offer one at the time of purchase.
Encourage customers to return the merchandise unused, unworn or unwrapped. Everyone likes getting merchandise in its original package and by encouraging customers to return goods this way, you better your chances that the product can be resold.
Make online returns easy. Lay out the return rules clearly. Explain who pays for the return shipping, where the customer sends the return, and any forms or mailing labels you want them to use.
Stay calm and helpful. The holidays can be a stressful time for everyone and making returns is usually not high on the customer’s list of fun things to do. When working with a customer, always go into a return with a smile. If their experience is good, you may win over a new customer.