For instance, if you offer a shirt in several different colors and one color tends be returned more often, consider discontinuing it to lower your overall returns rate. Bare Necessities eBoutique’s return policy. The reality is that e-commerce returns can be a difficult area to navigate. There aren’t many states or countries where it’s legally acceptable to say ‘all sales are final’, ‘no returns’ or ‘no refunds’. It’s important to keep in mind that a merchant’s return policy completes the online shopping experience, and plays a big role in determining whether a shopper will purchase from the same merchant again. What address should customers send returns to? Another way is to use past returns data and identify what product or SKU has a higher returns rate than others. than ones with higher volume. Every return policy template requires a quick link to print a return form and shipping label. 5 Things to Consider When Creating your eCommerce Return Policy. You can also include a quick one-question survey in the returns process asking why a customer chose to return a certain product. It’s also smart in that it requires emailing support to start the return process because this gives the seller the chance to collect feedback and resolve the issue in a personalized way. Because eCommerce return rates vary drastically by product category, there’s no single return rate that you should accept as normal. Be sure to customize it for your store and add all relevant information, like shipping and contact details: If for any reason, you are unsatisfied with your purchase and need a return or exchange, we will help you! Handling returns is a huge part of managing your eCommerce business. If you created your store with Wix, you can install Wix Chat on your site and respond using the mobile app. What this policy features: Unless the products are defective, returns are not accepted. Don't have an online store yet? This works best if you offer the same inventory in-store and online. At the same time, if your business doesn’t allow returns, you run the risk of lowering your sales volume and turning off repeat customers. If you can afford to lose some money on returns, go ahead and lower that fee by a few dollars so you don’t run the risk of lowering your product conversion rates. Not only is it bad for business, it’s bad for the planet too—leading to 5 billion pounds a year of globally returned goods ending up in landfills. Giving reliable info about your product upfront can also decrease returns. If you don’t, you risk alienating early shoppers who are buying gifts well in advance of the holidays. Not only is it bad for business, it’s bad for the planet too—leading to 5 billion pounds a year of globally returned goods. An ultra-generous policy — operated and managed well — can drive growth. In 2016, Ecommerce Europe issued a ‘Ecommerce Benchmark & Retail’ report , which included interesting statistics on online returns in Europe. What you can learn from it: If you’re not ready to offer returns, you don’t have to. For example, if your product is perishable, accepting returns can create more issues than it solves — and customers are unlikely to expect you to do so in the first place. While images are amazing, for some products, like toys, gadgets, and hobby items, videos are much more effective at showcasing how the product looks and feels in real life. To make sure the maximum amount of your returned inventory is able to be resold, add stipulations in your policy. Write your ecommerce returns policy with a conversational and friendly tone. However, the way you handle returns and refunds on your store makes a lot of difference to customers. , which are handcrafted to order. Here are the typical return statistics by product type: Average of all eCommerce returns: 15 - 30%. Make sure to include any other important details that are specifically relevant to your store. You don’t have to let returns swallow your business. Dropshipping, Product Subscriptions Some signs of ecommerce return fraud are excessive loss of inventory, an above-average increase in the number of returns, and shrinking margins because of returns. This is a 29% increase from last year. The company does change its policy to With online shopping, what you see isn’t always what you get. This allows them to protect the quality and battery life of their inventory. Your return [needs/does not need] to include the original packing slip to be accepted. Then try to come up with a per-return fee that covers them. The winning formula to an e-commerce returns policy is to consider the entire process. This could be because more established eCommerce companies tend to have more liberal return policies or because as their brand awareness grows, consumers feel less guilty returning products to a corporation than a mom-and-pop online store. Shannon Callarman is a Content Marketing Specialist at ShipBob. 7 Sample Ecommerce Return Policy for Your Online Store. Online vs instore Returns Reducing Ecommerce Returns Before we delve into your returns and exchange policy, let’s see if we can’t avoid a few in the first place! According to, while merchants are not required to accept returns, there are laws that require the disclosure of a refund and return policy, and it must be easily found on your online store for it be valid. To print a return shipping label, please [click here/email us/fill out the form below]. When selling clothing, shoes, and certain accessories, include a sizing chart. Unlike brick-and-mortar retail, ecommerce often requires customers to make a purchase decision without ever having interacted with or experienced the product in person. Beyond those caveats, they allow returns of items in new condition when shipped within 14 days and they don’t cover the cost of return shipping. Return Policy Examples. Get another opinion from a team mate, partner, fellow entrepreneur, or friend to determine ways to make the shopping experience even more transparent. How long do customers have to send their return in? For those selling product categories with higher return rates, such as apparel or footwear, the risk of losing sales is even higher. If you’re selling low-priced products, you’re limited to a very small markup. Consider creating packaging that allows customers to get a sense of the product without needing to open it. Happily, you can accomplish this without giving away the store when you know how to create an effective ecommerce return policy. (And how long they have to receive store credit?). That’s why 88% of shoppers characterize detailed product content as being extremely important to their purchasing decision. Our ecommerce return and refund policy builder is your all-in-one solution to establishing clear return guidelines for both you and your customers to enjoy — generate one today for FREE! Never (ever, ever, ever) copy and paste.. Try to not use expressions such as “you must” or, one of the most used of all time, “we are not responsible for” 3. . Unfortunately, more orders means a greater number of returns during the first few weeks in January. Even in an otherwise smooth return process, waiting too long to credit a customer can hurt brand loyalty: 88% of customers would limit or stop shopping with a merchant that took too long to credit the refund. For instance, merchants based in California are required to post their refund policy unless they offer full cash refund, exchange, or store credit with seven days of the purchase date. 72% of online customers expect a refund credit within 5 days of returning merchandise. Returns. Here’s how to write an ecommerce return policy. For example. This lets you respond at a more convenient time and brings the customer back to your store. And see common mistakes you can avoid. But with the average retailer spending 8.1% of total sales on reverse logistics, it can pay to reduce overall return volume as well. What your competitors are doing might dictate what sort of return policy you should offer. Facebook 0; Twitter; Pinterest 1; LinkedIn; Strategic building your e-commerce business needs you to focus on multiple aspects. Nicole Fallon, writing for Business News Daily, talks about how important it is simply to have an eCommerce returns policy. . About 15 to 40 percent of online purchases are returned. If you’re just starting out in ecommerce, it may be tempting to handle returns on an ad-hoc basis. The store offers just one product, and they offer sizing information to make it easy for customers to buy one that fits. you have a larger product selection on your online store than in-person, you will have to choose between shipping some in-store returns back to your fulfillment center or having one-off products for sale in your physical store. Handle internal logistics. Importance of No Refund Policy Page on Your Website. To minimize this cost, offer store credit or don’t allow returns at all (until you’re ready). Every business must tailor their return policy to fit their logistics capabilities, customer expectations, and product offering. If your product page seems to reflect the product accurately, and you’re still getting a high rate or returned items, there may be an issue with the item itself. Instructions should be listed out concisely. There should be no hidden fees associated with returns, and if customers will be responsible for return shipping costs, which can help you reduce shipping costs, make sure that information is presented clearly. Especially for new eCommerce store owners, dealing with a lot of returns can eat into profits. One of the keys to optimizing your ecommerce return policy is to make clear your returns and exchange processes. For example, Luxy Hair extensions include a swatch on the box so customers can match it to their hair before they open the box. If you created your store with Wix, you can install. How to Create the Right eCommerce Return Policy for Your Business (with Examples). When your policy is complete, make sure to link it in the footer of your website with the link text “Returns” or “Return Policy” so it is very easy to find. If you have a brick-and-mortar store, consider allowing customers to buy online and return in store (often referred to as BORIS). Tailor It to Your Specific Circumstance; While there are all sorts of great return policies out there (and it’s a good idea to read a number of them before crafting your own) avoid the temptation to cut and paste one from somewhere else. If you’re able to offer free returns, you don’t need to shout it from the rooftops. Because having words on a page doesn’t mean the entire process is automated or guarantee it will happen smoothly. Clearly, there’s a lot of decisions that need to be made. Beyond those caveats, they allow returns of items in new condition when shipped within 14 days and they don’t cover the cost of return shipping. That’s why you need to take your return policy seriously. How to Choose the Right Return Policy Strategy. But consumers expect a lot from online sellers. Working with a 3PL means your customers’ returns can be handled by a designated staff to receive, assess, and process each item. Consider Unlimited Time for Returns (Or Something Close) Awesome Ecommerce Return Policy Template. Ecommerce merchants must be prepared — from shipping and logistics to creating a return policy that meets expectations and encourages customers to buy.Want to learn more about making returns a competitive advantage for your business? Customers return products for many reasons such as a damaged product, wrong item, product looks different than online, or they purposely ordered different sizes or colors. Your customers might decide to return some products they purchased, and you will have to provide a refund for that. Why Your eCommerce Return Policy is More Important than Ever When you sell online, dealing with returns is unavoidable. While there isn't a law requiring ecommerce stores to have a Return Policy, you may need one if you wish to enforce your terms and parameters of returns and refunds. Create a Free Refund & Return Policy Generate Refund and Return Policy Don’t hide your policy.. You customers should never have to go on a scavenger hunt to find information on your store. As your company grows, you should work on making your return policy even more customer-centric. They also don’t allow returns of sale items. 79% of customers won’t purchase from an online store that charges return shipping fees. Return volume during peak shopping season is often more than ecommerce businesses are prepared to handle in-house. If they look confused then maybe there's something wrong with your labels. We do not accept returns or exchanges unless the item you purchased is defective. Improving Your eCommerce Return Policy. With so many options available, it can be exhausting trying to choose the best ecommerce solutions for your business. There’s a shipping fee and a handling fee for returns so that the store is able to offer refunds without this eating into their profits substantially. Why you need a return policy in ecommerce. Here is the current state of ecommerce returns: Like it’s done with two-day and same-day shipping, Amazon Prime has made free returns synonymous with ecommerce for many shoppers. When a potential customer is making a purchase decision, especially if it’s a large purchase, your return policy can be the deciding factor whether they pull out their credit card or not. 58% of customers say they want a hassle-free return policy, and 47% want an easy-to-print return label. High return rates are a problem for eCommerce sellers. They also don’t allow returns of sale items. Free shipping on orders over a certain amount can help boost sales, too. You should also test out the process with your own items to see how quickly UPS employees take the package and box it up. Business Email If you find the returns are killing your profits, you could even add a return fee or handling fee. As every seller knows returns can be like a double edge weapon: attacking profit margins; gutting conversion rates; ultimately threatening your business. The Wix eCommerce platform provides businesses with all the professional tools and services they need to sell online and in-store. As customer expectations evolve, retailers have to keep up, especially around holiday sales (and returns) season. Opened boxes are not available for return. We recommend crunching some numbers to figure out just how many additional orders it will take to break even on free return shipping. The total return percentage per industry is highest among media (17,78 percent), fashion retailers (16,50 percent) and department stores (15,98 percent). online shoppers say they won’t buy from eCommerce websites that don’t offer free returns. Why you need a return policy in ecommerce. What return rate is acceptable to you? You don’t need to advertise your return policy anywhere else. To make sure the maximum amount of your returned inventory is able to be resold, add stipulations in your policy. They also offer free returns in the case of fulfillment errors, showing a dedication to customer support. SHARES . How can you get ahead of the inevitable influx of returns and create a great holiday return strategy? Outsourcing to a third-party logistics provider helps keep merchants from falling behind every time there’s a holiday or sales event. Creating an ecommerce return policy may seem like a hassle — but it’s also a great opportunity to keep happy customers coming back for more. Much like a shipping policy, it’s critical to make your returns policy clear and straightforward. If your target audience is used to free returns, you’ll need to follow suit. E-Commerce Returns Policy Sales Killer #2: You Don’t Follow Up After the Return. For shoppers that have more questions, they link to their FAQ and Contact pages. A customer’s doorstep isn’t always your product’s final destination. Shoe fit is tricky, so Zappos needed a return policy that would reassure customers … Make sure each element answers all the questions listed below. Knowing how to manage your eCommerce return policy will benefit your business in many ways. Gathering information on the return side can help you identify trends and issues with your products and make the necessary improvements to future inventory. Returns and refunds are a daily reality for eCommerce store owners. Unsellable inventory is a massive problem. If you have more specific requirements for returns, such as only accepting damaged products or requiring merchant authorization, you’ll want to state those clearly throughout the policy. What you can learn from this policy: Offer a shipping label and a reasonable deduction ($5.99) to satisfy customers’ expectations and make returns easy. Our return policy template can help make it easy to generate a professional, ready-to-use refund or return policy. 120 N Racine Ave. Suite 100 Different return policies work for different businesses’ customers and needs. No two industries are alike. It might also include the way you present and market your products. The main benefit of a return policy is that it makes customers feel safe. Why it works: Brummell’s return policy for its premium socks simplifies the process into five easy steps. In the U.S. alone, Statista estimates return deliveries will cost $550 billion by 2020, 75.2% more than four years prior. In fact, 5 million packages are returned to retailers in the first week of January alone.

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