Plan your returns process appropriately
Written by Chris Barling
Friday, 13 January 2012 00:00
Depending on the nature of your business, you will have a higher or lower rate of returns. For instance, it’s not unknown for clothing suppliers to face a 35% return rate. Depending on this factor, the cost of shipping goods relative to product cost, and what your overall proposition is, you may wish to make it incredibly easy to return goods in order to reduce your customer service cost. Or alternatively you may elect for a straight-forward and fair system. Remember though that people returning goods are generally unhappy and can easily cost a lot of money. There can be many reasons for a change of mind including wrong product, damaged or defective goods, not what was expected, not fitting or simply a change of mind. Your returns process should be planned appropriately. Obviously, your statutory obligations under the distance selling directive must be met.