I’m importing some designer fashion brands to sell online. What should I do about my returns policy? How can I keep customers onside but also ensure they don’t take me for a ride?
To run a successful online store it’s important to alleviate any fears that customers may have when purchasing online compared to a physical store – which is quite common with those who are new to online shopping.
The most commonly cited fear customers have is not being able to “try-before-you-buy” to see if the product is the desired one.
This obstacle can be overcome by allowing the customer to take the showroom into their own personal space, be it at home or in their own office, by offering things such as detailed information, quality photos, specifications – and a rock solid, 100% no questions asked, returns policy.
You simply have to back your products 110%, and support all purchases with a returns policy.
If your products, prices and service are right, the costs of an appropriate return policy should be readily manageable.
Five years ago when we started selling furniture online at Milan Direct, people told us we were crazy.
Many friends and acquaintances would often say “Who in their right mind would purchase a piece of designer furniture without first touching, feeling, sitting on it?”
Well, looking back I’m happy to say that so far over 100,000 highly satisfied customers have done so at Milan Direct, with all purchases made with the peace of mind knowing that if they are not 100% satisfied with the product or simply change their mind, the item can be returned for a refund, minus the shipping charges.
We pride ourselves on offering both a seven-day money back guarantee plus back all products with a free 12 month product warranty, with extended warranty options of three and five years also available.
Do some people take advantage of this generous returns policy? Probably. But they are the 1%. For the most part, 99% of your customers are honest people and are just looking for some extra piece of mind.
In all these years of selling furniture online we have seen hardly anyone take us up on the seven-day money back guarantee.
Why? Because the majority of our customer’s expectations are exceeded once they see the product and are impressed by the quality.
This often leads not to returns but to repeat purchases. A great way to do business.
You can help keep SmartCompany free for everyone to read
Small and medium businesses and startups have never needed credible, independent journalism and information more than now.
That’s our job at SmartCompany: to keep you informed with the news, interviews and analysis you need to manage your way through this unprecedented crisis.
Now, there’s a way you can help us keep doing this: by becoming a SmartCompany Supporter.
Even a small contribution will help us to keep doing the journalism that keeps Australia’s entrepreneurs informed.
And it’s not all one-way traffic either. SmartCompany Super Supporters get to dial into our monthly editor’s meeting and attend a monthly, invite-only webinar with a big-name entrepreneur.