{"id":544,"date":"2020-03-26T11:09:03","date_gmt":"2020-03-26T11:09:03","guid":{"rendered":"https:\/\/www.storefrog.com\/?p=544"},"modified":"2020-03-26T11:09:20","modified_gmt":"2020-03-26T11:09:20","slug":"e-commerce-return-policy","status":"publish","type":"post","link":"https:\/\/www.storefrog.com\/e-commerce-return-policy","title":{"rendered":"How to Get the Return Policy Right (That Your Customers Will Trust)?"},"content":{"rendered":"\n<p>Around 30% of the products bought online are returned. Yes, it is a fact!<\/p>\n\n\n\n<p>For such a significant number, it is imperative that an e-commerce store adequately optimizes its return policy.<\/p>\n\n\n\n<p>Did you know that <a href=\"https:\/\/baymard.com\/lists\/cart-abandonment-rate\">10% of cart abandonments<\/a> happen because customers are not satisfied with the return policy? Read about the other causes of cart abandonments and ways to reduce them <a href=\"https:\/\/www.storefrog.com\/how-to-reduce-cart-abandonment-12-proven-ways\">here<\/a>.<\/p>\n\n\n\n<p>How you handle your\nreturn procedure and what kind of services you offer can affect your customers\u2019\nloyalty and trust in you. <\/p>\n\n\n\n<p>Here are some more product return statistics and trends by Invesp to show you how much your return policy affects the performance of your store:<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter is-resized\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.invespcro.com\/blog\/images\/blog-images\/product-return-statistics.png\" alt=\"E-commerce product return Statistics and Trends\" width=\"580\" height=\"3538\"\/><figcaption> <strong>Infographic by-&nbsp;<a href=\"https:\/\/www.invespcro.com\/\">Invesp Conversion Rate Optimization Company<\/a><\/strong> <\/figcaption><\/figure><\/div>\n\n\n\n<p>The return policy of your e-commerce store is, therefore, like a testimonial of your integrity and ethics. For customers to trust and believe in your brand, you must have a great policy that prioritizes the customers and appeals to them. <\/p>\n\n\n\n<p>This article takes a look at how you can do that.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Tips to Get the Return Policy Right<\/h2>\n\n\n\n<p>Here are some tips on\nhow you can write a return policy for your e-commerce store that your customers\nwill trust:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Place it\nin plain sight<\/h3>\n\n\n\n<p>Imagine how\nfrustrating it will be if you have to go in circles to find the return policy\npage. You do not want that to happen with your customers.<\/p>\n\n\n\n<p>Make sure that you do\nnot hide the returns info or link to the policy that the customers have to\nnavigate through pages after pages to find it.<\/p>\n\n\n\n<p>The ideal places in\nthe e-commerce website to place the returns information are:<\/p>\n\n\n\n<ul><li><strong>Product\npage<\/strong> \u2013 it is the best and\nproper place to give returns info since the customers would prefer to be aware\nof it before adding the item to the cart. <\/li><li>&nbsp;<strong>Website footer<\/strong> \u2013 You can place the link\nto the return policy in the footer so that the customers can go through it before\nproceeding to shop.&nbsp; <\/li><li><strong>Checkout\npage<\/strong> \u2013 Placing the return info\nand policy link on the check out page is proof of your brand&#8217;s honesty. This\nway, they can be very sure of their purchase right before the payment.<\/li><\/ul>\n\n\n\n<p>Additionally, you can also add the link in your <strong>order confirmation email<\/strong> that you send to a customer after a successful purchase. This way, they will always know where to get the necessary information if they have to return the product. <\/p>\n\n\n\n<p>It is up to you if you want to display the return info somewhere else as\nwell. For example, some e-commerce stores may prefer to display it on their\nhomepage as a banner. Do what suits your business model. Just make the return\npolicy more visible and accessible to customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">No\ncopy-paste business<\/h3>\n\n\n\n<p>Copying and pasting\nany content to your website from other sources is a terrible practice. It holds\ntrue for the return policy as well.<\/p>\n\n\n\n<p>The return policy is\nsupposed to reflect your business model and integrity. Just ask yourself this \u2013\nhow can you copy someone else&#8217;s honesty? You simply cannot.<\/p>\n\n\n\n<p>Do not make your\ncustomers read through monotonous paragraphs that they may have already read\nmany times before.<\/p>\n\n\n\n<p>Your business is not\nthe same as others; therefore, your return policy has to be different. <strong>Be\nunique<\/strong>. <strong>Be you<\/strong>. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Keep it\nsimple<\/h3>\n\n\n\n<p>Not all or the\nmajority of your customers will understand legal jargon. Your customers are not\nexactly looking for legal assistance here.<\/p>\n\n\n\n<p>Do not confuse your\ncustomers with complicated terms in the return policy. Understand your target\naudience and write the policy accordingly.<\/p>\n\n\n\n<p><strong>Use simple and\nplain language<\/strong> to explain the\nreturn process and conditions. The more it is clear to them, the more\nsatisfactory will be their experience. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">To the\npoint<\/h3>\n\n\n\n<p><strong>Be very specific<\/strong> about what your return policy is all about. Do\nnot go overboard with details that will distract the customers from the actual\npoint.<\/p>\n\n\n\n<p>List the terms and conditions for the return and explain the return process clearly. <\/p>\n\n\n\n<p>Do not leave any\ndetails that may leave unwanted questions in your customers\u2019 minds. <\/p>\n\n\n\n<p>You should include the\nfollowing information in your return policy:<\/p>\n\n\n\n<ul><li>Location-based\nconditions for return (if applicable).<\/li><li>Return\nwindow for each product category.<\/li><li>Conditions\nunder which the return is allowed.<\/li><li>Conditions\nunder which the return is not allowed.<\/li><li>Packaging\nrequirements.<\/li><li>Fee\ndetails, if applicable. Make it clear if they have to pay or you will bear the\ncost.<\/li><li>Exchange\nprocess and condition.<\/li><li>Refund\ndetails.<\/li><li>If possible,\nFAQ section.<\/li><li>Contact\ndetails for further information.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Be polite<\/h3>\n\n\n\n<p>Be polite in your\napproach. <\/p>\n\n\n\n<p><strong>Do not use\nauthoritative language<\/strong> that\nmay scare the customers. <\/p>\n\n\n\n<p>Do not make them feel like they have done something wrong or that you are not responsible for the product\u2019s return.<\/p>\n\n\n\n<p>You want them to have\na hassle-free experience, not make them leave the store on a bad note. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Be honest<\/h3>\n\n\n\n<p>One of the best\nqualities of an e-commerce store will be its honesty. <\/p>\n\n\n\n<p>Sometimes it\u2019s the\nstore that makes a mistake causing the customer to return the product.<\/p>\n\n\n\n<p>In such a case, <strong>be\nhonest about your mistakes<\/strong> and offer your apologies.<\/p>\n\n\n\n<p>Such a gesture will\nprove your brand&#8217;s integrity and leave a good impression on customers.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Be\ngrateful<\/h3>\n\n\n\n<p>Imagine the scenario where you made a mistake, and that led the customer to put in a return and exchange request. They want you to rectify it.<\/p>\n\n\n\n<p>Be grateful that they\nare still here and giving you a second chance.<\/p>\n\n\n\n<p><strong>Leave a thank you note<\/strong> while responding to the request for bringing the issue to their attention and giving you a chance to resolve it. <\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Make it\nfree<\/h3>\n\n\n\n<p>There are many reasons\nwhy customers want to return a product. One of them could be their dissatisfaction\nwith the product or a mistake from your end. <\/p>\n\n\n\n<p>Imagine if, in such\ncases, you ask customers to pay a return fee (like shipping cost).<\/p>\n\n\n\n<p>Customers will not be\nhappy with this, especially for an expensive product.<\/p>\n\n\n\n<p>As an e-commerce store\nowner, your goal is to make your customers happy and, at the same time,\ngenerate revenues.<\/p>\n\n\n\n<p>If possible, <strong>make the returns free<\/strong>. Not only will it boost sales, but you will also earn the customers\u2019 loyalty.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Reasonable\nreturn window<\/h3>\n\n\n\n<p>Sometimes customers\nneed more time to decide. It is natural.<\/p>\n\n\n\n<p>You should <strong>give them enough time<\/strong> to decide and request a return. The customers need to see if the product meets the expectation, and sometimes it takes time. Rushing them will leave a bad experience.&nbsp; <\/p>\n\n\n\n<p>A lot of times,\ncustomer queries about returns are only addressed after 2-3 days, which is\nincluded in the returns window. In such a case, you cannot blame them for being\nlate.<\/p>\n\n\n\n<p>The return window may\ndepend on the product you are selling. However, make sure it is reasonable\nenough.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Return\ngift<\/h3>\n\n\n\n<p>Returning a product is not always a smooth experience. Remember that the most likely reason behind returning the product may be customer dissatisfaction.<\/p>\n\n\n\n<p>You can <strong>offer\nreward points or exclusive deals\/discounts<\/strong> <strong>as compensation <\/strong>on the\nexchange product or the next purchase.<\/p>\n\n\n\n<p>Such a technique will\nmake customers happy, and they will be motivated to shop with you more in the\nfuture.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Good Examples of Return Policy<\/h2>\n\n\n\n<p>Here are three\nexamples of return policies of leading e-commerce stores for your reference.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Amazon<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.amazon.com\/gp\/help\/customer\/display.html?nodeId=201819200\">Amazon<\/a> makes it very clear about its returns and refunds. The return info and link are available at many places where they are hard to miss. <\/p>\n\n\n\n<p>The returns option on the header lets the customers manage their returns.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"721\" height=\"1024\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-1-721x1024.png\" alt=\"\" class=\"wp-image-546\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-1-721x1024.png 721w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-1-211x300.png 211w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-1-768x1091.png 768w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-1.png 800w\" sizes=\"(max-width: 721px) 100vw, 721px\" \/><\/figure><\/div>\n\n\n\n<p>The link in the footer\nleads to a category-based returns info.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"848\" height=\"996\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-2.png\" alt=\"\" class=\"wp-image-547\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-2.png 848w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-2-255x300.png 255w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-2-768x902.png 768w\" sizes=\"(max-width: 848px) 100vw, 848px\" \/><\/figure><\/div>\n\n\n\n<p>The full return policy also explains in detail all the conditions for the return and how you can process it for specific categories of products.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"877\" height=\"517\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-3.png\" alt=\"Amazon return policy\" class=\"wp-image-548\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-3.png 877w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-3-300x177.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/amazon-3-768x453.png 768w\" sizes=\"(max-width: 877px) 100vw, 877px\" \/><figcaption>Amazon return policy<\/figcaption><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Walmart<\/h3>\n\n\n\n<p><a href=\"https:\/\/help.walmart.com\/app\/answers\/detail\/a_id\/3228#R1\">Walmart<\/a> also provides a link to returns info in the website footer.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"577\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-1-1024x577.png\" alt=\"\" class=\"wp-image-549\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-1-1024x577.png 1024w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-1-300x169.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-1-768x433.png 768w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-1.png 1160w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p>The link directs to\nthe page on free returns. <\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"581\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-2-1024x581.png\" alt=\"\" class=\"wp-image-550\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-2-1024x581.png 1024w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-2-300x170.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-2-768x436.png 768w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-2.png 1072w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p>This page provides information about return options, and there is an FAQ section that answers several questions related to the process. Here you will find the link to the full return policy. The product page also includes the link to the policy (shown above).<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"532\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-3-1024x532.png\" alt=\"Walmart return policy\" class=\"wp-image-551\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-3-1024x532.png 1024w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-3-300x156.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-3-768x399.png 768w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/Walmart-3.png 1206w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><figcaption>Walmart return policy<\/figcaption><\/figure><\/div>\n\n\n\n<p>The policy details\nabout the process, such as the conditions for returns, department-wise\nprocedure, and how to return. Contact information is also provided in case\ncustomers need further assistance.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">BestBuy<\/h3>\n\n\n\n<p><a href=\"https:\/\/www.bestbuy.com\/site\/help-topics\/return-exchange-policy\/pcmcat260800050014.c?id=pcmcat260800050014\">BestBuy<\/a>\u2019s return policy is easily accessible from the link in the footer of the website. <\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"307\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-1-1024x307.png\" alt=\"\" class=\"wp-image-552\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-1-1024x307.png 1024w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-1-300x90.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-1-768x230.png 768w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-1.png 1113w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure><\/div>\n\n\n\n<p>The policy clearly\nexplains the product-based returns window and restocking fee. It goes on to\ndetail in a simple manner, the return process, methods, conditions, exceptions,\nand fees.<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"791\" height=\"561\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-2.png\" alt=\"BestBuy return policy\" class=\"wp-image-553\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-2.png 791w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-2-300x213.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-2-768x545.png 768w\" sizes=\"(max-width: 791px) 100vw, 791px\" \/><figcaption> (#1) BestBuy return policy <\/figcaption><\/figure><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"816\" height=\"491\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-3.png\" alt=\"BestBuy return policy\" class=\"wp-image-554\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-3.png 816w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-3-300x181.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-3-768x462.png 768w\" sizes=\"(max-width: 816px) 100vw, 816px\" \/><figcaption> (#2) BestBuy return policy <\/figcaption><\/figure><\/div>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"820\" height=\"624\" src=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-4.png\" alt=\"BestBuy return policy\" class=\"wp-image-555\" srcset=\"https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-4.png 820w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-4-300x228.png 300w, https:\/\/www.storefrog.com\/wp-content\/uploads\/2020\/03\/BestBuy-4-768x584.png 768w\" sizes=\"(max-width: 820px) 100vw, 820px\" \/><figcaption> (#3) BestBuy return policy <\/figcaption><\/figure><\/div>\n\n\n\n<h2 class=\"wp-block-heading\">Conclusion<\/h2>\n\n\n\n<p>There you go. Let us\nknow if you find these tips and examples helpful. <\/p>\n\n\n\n<p>Also, we would like to\nknow what you did to get your store\u2019s return policy right. The comments section\nis always open.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Around 30% of the products bought online are returned. Yes, it is a fact! For such a significant number, it is imperative that an e-commerce store adequately optimizes its return policy. Did you know that 10% of cart abandonments happen because customers are not satisfied with the return policy? Read about the other causes of [&hellip;]<\/p>\n","protected":false},"author":6,"featured_media":630,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[25],"tags":[37,18,35,36],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Get the Return Policy Right (That Your Customers Will Trust)?<\/title>\n<meta name=\"description\" content=\"Did you know that having a great return policy can help your e-commerce store earn cutsomer trust and loyalty? 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