return policies • Do you have a return form for staff to complete?
• Do you provide a gift receipt? Will your POS system handle gift receipts?
• Do you accept exchanges for goods instead of refunds? Do you give cash difference if the new item is cheaper?
• Do you refund the full MSRP without a receipt when the item is currently on sale?
• Do you have a check and balance system on returns (e.g. supervisor authorization) to prevent staff fraud? Have you considered that potentially staff could keep unwanted receipts for items, take the product from the shelf, then use the receipt to get a refund? Some stores have a policy of stapling a receipt to the bag or a sign requesting that customers please take the receipt.
• Do you follow up with returns to the manufacturer, or do you write this off? Have you calculated the cost of the write off?
A return policy is part of the buying decision for many customers. Does your store or business operate in a market that would be sensitive to a final sale? For example, if your store sells fabrics, it should certainly be clear that all cut fabric is final sale. Do receipts that include sale items have a “final sale” clearly stamped on the receipt? On the other hand, if your store sells items in different sizes, then an exchange or refund would be expected by customers.
The whole return experience needs to be as transparent and pleasant as possible to maintain excellent customer service.
Is your staff completely conversant on your businesses return policy, and do they make this clear with each sale: “If this _________ is the wrong color, please feel free to exchange it within 7 days for the correct color” or “This item is on sale and is final sale, we do not do returns or exchanges on these items.” A written return guideline for staff is important to keep handy, especially for new staff. It is also important for staff to have product knowledge, as well as be calm, friendly, and help with customers returning goods; difficult returns can lose customers. The last thing you need are unhappy customers trying to return items that do not qualify for returns, and airing their complaints on social network sites, and sharing their discontent with other potential customers.
Paula Jones is the Director of Operations for the CCHA, the Canadian Craft and Hobby Association. For information on CCHA contact
info@cchacanada.org or
www.cchacanada.org
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