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Sooner or later, you’re
going to have to deal with returning and
exchanging products. It’s all part of doing
business online and offline as well.
However,
processing returns and exchanges can also become
a simple and trouble free experience for both
you and the customer.
Return process
When a customer calls or sends an email
requesting information on how to return a
product, you can answer their questions over the
phone or you can direct them to your return
policy page on your website for step-by-step
instructions and procedures on how to do so.
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For example:
The customer should state and make clear their
reason for returning the product to be sure that
product is qualified for a return/refund,
exchange or for store credit as well.
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The customer must then obtain an RMA number,
(Return Merchandise Authorization number) from
you the reseller, before they can ship the
product back to you or to the distributor.
If the product is defective then you can have
the customer return the product back to the
distributor or to the manufacturer depending on
how much time has lapsed from the date of
purchase.
A 15 to 30 day return policy is standard for
most products sold online and offline as well.
If the product is found to be defective within a
30 day time frame then most distributors will
replace or exchange the item and/or provide a
money back refund for the product.
After the distributor has received the product
from you or your customer then the distributor
will refund you the money paid for the product
and then you can proceed to refund the
customers’ money back to their credit card.
However, if the product is found to be defective
after the distributors’ return time frame has
expired then the customer will have to deal
directly with the manufacturer of the product in
order to take advantage of the manufacturers’
warranty. And this is mostly dependent on the
product category as well.
In the case of electronics for example, after 30
days, the customer will have to contact and ship
the defective product back to the manufacturer.
The manufacturer will then restore and refurbish
the product back to a “like new” condition or
replace the product with a new one. Restore,
refurbish and replacement conditions are based
upon manufacturer warranty guidelines. If the
product can not be fixed then the manufacturer
will replace the product with a new one.
Within the 30 day time frame, most customers
will assume that they need to ship the product
back to you unless they are instructed to ship
the product back to the distributor instead,
with an RMA number (Return Merchandise
Authorization number) attached to the package.
And this may be the fastest and most convenient
way to handle product returns and exchanges.
When it comes to defective products, the total
cost of the product and shipping will be
credited back to you by the distributor in
whichever manner you paid for the product.
If you paid for the product via credit or debit
card then the distributor will return the money
back to your card. If you paid for the product
via EFT, (electronic funds transfer) from your
bank account then the distributor will return
the funds back to your bank account.
Dealing with exchanges
If the customer requested an exchange, then you
would have to order the new product from the
distributors’ website to be shipped back to the
customer, after of course the customer has
returned the original product back to you or to
the distributor. |
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Dealing with returns
The fastest and easiest way to handle returns
and exchanges is to create a “Return an Item”
page on your website and add a simple on that
page requesting the customers’ information and
purchase information.
Once you receive the completed “Return/Exchange
RMA” form via email, then you can let the
customer know (via automated email response)
that they will be receiving an RMA (Return
Merchandise Authorization number) within 24
hours or less along with shipping instructions
as well.
Then you can proceed to contact the distributor
to request an RMA number from them. The
distributor will send you an RMA number or give
it to you over the phone.
Then you can send that same RMA number along
with shipping instructions to your customer via
email so that they can ship the product directly
back to the distributor in order to save time
and money on shipping expenses.
You can also have the customer ship the product
back to you first and then you ship the product
back to the distributor as well.
Dealing with refunds
If the customer requested a refund for their
purchase then you can follow the same procedures
for obtaining and sending the customer an RMA
number and have the customer return the product
back to the distributor.
Once the distributor has possession of the
product then the distributor will refund the
cost of the product back to you while you
proceed to return the price of the product back
to the customer, (minus shipping cost). |
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Reasons why customers return products
Adequacy: Many times a customer
will return the product simply because the
product was less than adequate for what the
customer needed the product for; thus the
product was inferior to what they really needed.
Mismatch: A customer may also
return the product because of a mismatch between
the product and the customers’ needs where the
product was more than what the customer needed
or simply not what the customer needed at all.
Non-user friendly: Sometimes, a
customer may return the product because they
found the product to be non-user friendly and/or
poor or inadequate user guides made it difficult
for the customer to use or make use of the
product.
Buyers’ remorse: A customer may
return a product due to buyers’ remorse where
they may feel regret and remorse after making
their purchase and thereby returning the
product.
Defective: A customer may also
return a product because the product arrived
defective or became defective after the product
was used.
There are many reasons why a customer may return
a product and it’s all part of doing business in
the retail industry. But it’s important to make
the process of returning the product a simple
and easy procedure for the customer and for you,
the reseller.
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Applying conditions
for returns
In order to ensure a smooth return process for
the customer and for the reseller as well, it’s
important to make your return policy clear and
easy to follow. Furthermore, it’s important to
add “conditions” for the customer to abide by in
order to be able to return the product. For
example:
General conditions for returns
-The product must be returned within xx amount
of days from the date of purchase. (A 30 day
return policy is standard for most product
returns)
-The product must be returned in its’ original
retail packaging and the packaging must be in
re-sellable condition.
-The product must be returned in its’ complete
form with certification labels, UL listing, UPC
codes etc, and all seals must be in their
original place and not tampered with.
-The serial number of the product, or any
identification numbers, must match the serial
numbers on the package and on the invoice.
-The product must be free from any damage of any
kind, including, but not limited to dents,
cracks, scratches, abuse, defacement etc...
Summery
Returns and exchanges are all part of doing
business online and offline as well. Although
more returns take place offline than they do
through online stores. Yet the return processes
in itself can become as simple as you make it to
be.
And if the process is handled in an organized
manner then the entire return procedure can
become trouble free for the customer and for the
reseller as well. |
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Sample Return Policy and Procedures |
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Sample Privacy Policy |
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Conclusion |
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