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Turn Returns into Repeat Customers

Posted on 12.25.2006

Now that the holiday shopping frenzy is over, you may be looking at a host of returns or requests for refunds. While this may be disappointing, it's a good opportunity to show those customers how much you value their business. If they have already purchased from your site, chances are good they will do it again - as long as the post-purchase is handled correctly. Here are a few tips:

  • Handle customer returns and queries quickly and generously
  • If possible, do not require the customer to pay shipping to return an item
  • Offer an option so that the customer does not have to make a trip to the post office
  • Offer an alternative product to the one being returned

Finally, take the opportunity to get some feedback as to why the product is being returned. This can help determine which products need improvement or need to be removed entirely. Getting as much information as you can will reduce future returns, as well as demonstrate to the customer that you are striving to provide the best products or services possible.


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