Common Reasons for Refunds, Returns, and Replacements
If there are 3 Rs in waste management, namely “Reduce, Reuse, and Recycle”, then there are also 3Rs in the commerce industry, which are Refunds, Returns, and Replacements.
You must be familiar with the 3 Rs in waste management, which is Reduce, Reuse, and Recycle. Did you know that there are also Rs in the commerce industry? These are the Refunds, Returns, and Replacements, and the e-commerce industry isn’t unfamiliar with these.
Even in online or e-commerce store, refunds, returns, and replacements are also issued for customer satisfaction. It is important to be familiar to some of the reasons why customers result to requesting for these 3Rs, so that your store and employees are prepared in handling them.
- Change of Mind
There are instances where customers order items as an impulse, where the item deemed important or essential to them as of the moment. Then the item is not needed anymore when it arrives. The same goes when customers order items as gifts and arrives late. With this, the customers have an option to return the item and request for a refund depending on the store and its policies.
- Missing/ Wrong Items Shipped
Though this could be a logistical and/or operational error, customers reserve the right to have their money refunded or the item to be replaced. Either way, this must be addressed immediately by the store to ensure customer satisfaction
- Damaged Item
This is a common problem, especially when the item is ordered internationally. This calls for proper packaging for the items when shipping out and having a trusted courier to ship the items. Some courier may also have guidelines in terms of proper packaging to avoid damaging the items.
- Wrong Variation
Though this problem is not common for stores with a physical set-up, this problem is common for online e-commerce, especially for clothing and shoe stores. The description of each item must be specified well in each platform, and disclaimers must be present as well in order to manage the expectations of the customers.
Now that you are familiar with some of the common reasons, the next step is to prepare and implement clear and fair policies to address these common issues. Afterwards, dedicate a customer service representative to address requests and issues from customers regarding the 3Rs.
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