How Difficult is Your Return Policy?

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Accrete
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How Difficult is Your Return Policy?

Post by Accrete »

Small Business Trends has an article stating that 52% of online shoppers won't order because of a fear of difficulty of returns:
If you think a ‘free shipping’ is the only determining factor for most online shoppers, then you should look beyond. A significant number of shoppers don’t buy online fearing that it will be difficult for them to return the purchased items.

In fact, 52% of consumers have abandoned an online purchase out of fear of a difficult return process, according to a recent Splitit survey. And this number reaches 67% for millennials (ages 25-34)...
The article goes on to say:
...60% of consumers have returned an online purchase, and 48% of online shoppers have bought multiple variations of an item with an intention to keep the best one and return the rest items, as the Splitit survey finds...
52% of Shoppers Don’t Buy Online Fearing a Difficult Returns Process

That is a lot of paperwork and shipping for a small business to absorb. :shock:

How user friendly have you made your return policy?


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Re: How Difficult is Your Return Policy?

Post by Colbyt »

With Amazon offering free shipping and free returns you pretty much have to do it.
In fact, 52% of consumers have abandoned an online purchase out of fear of a difficult return process,
I surely have done this.


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LMD
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Re: How Difficult is Your Return Policy?

Post by LMD »

Colbyt wrote: Mon Jan 06, 2020 7:03 pm I surely have done this.
In my case, I paid a little more $$ for an item at Christmas from a local CDN site, over the same from Amazon which was a little cheaper. I went with the CDN site because of a few reviews on Amazon stating they had to return said item, and it cost them the shipping fee, to either receive a new item or return the old one - I don't remember all the details, but there were some issues with returning some items. But - I figure I can drive to the brick-n-mortar version of the store (where I purchased this item online from) to return this item - if need be.

BTW - I got price match/drop refund on the item, so I didn't actually pay more in the end.


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Re: How Difficult is Your Return Policy?

Post by Accrete »

I think you have to have all staff clear on return policies also.

I had to return a faulty item to a store during the XMas season. Checked the website for return policy and it said return to any store. I went the one closest to me (not where I bought it) and got in a dispute with the customer service person over where to return it. Asked for the Manager and asked if she wanted to loose the $500 sale sitting on the cart beside me over this. I got my exchange. :) The person with me was embarrassed - but I won my point.

This wasn't the first time we have had a bad experience at this particular national chain store so we will be driving the extra 10-15 mins. to the branch we used to go to before moving. ;)


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Re: How Difficult is Your Return Policy?

Post by Colbyt »

Sorry for your companion but I think you did the right thing. A policy is a policy and they can do an inter-store transfer.

I have also done what LMD did, sometimes with a match and sometimes without.

Some clothes and shoes are hard to buy online and sometimes you just don't want to wait.


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