Returns Policy
What is your returns policy? 14 days? 28 days? or Longer?
Ask yourself 'is our returns policy for us, or for our customer?'
If the answer is 'for us', then you probably have a short window in which you allow the customer to return their purchase. Maybe 14 or 28 days. Logic says that if they dont return it quickly, then they cant, which means you can make more money.
But wait.
Zappos.com the huge american shoe retailer has a wopping 365 day return policy.
The truth is that a longer returns policy has 2 effects:
- You sell more as you build trust with your visitor and they feel comfortable with your bold offering.
- Returns go down as your customers return less items. They throw their purchase in cupboard and say 'I've got ages, I'll return it next month', and they never do.
So, whats the best returns policy you can offer your customer?
