Including return forms with goods being sent out - a good or bad thing

[Page]

The debate came up at work again and so it seemed time to ask on the forum what other peoples own experiences are

 

[deniser]

If it makes it easier for you to process them then definitely!

We do because we have all the information to hand to process the return quickly, especially their payment reference so we can find their payment quickly. Without this, returns would take 5 times longer to process and when you have a stack of them every day this would add up to a huge amount of wasted time.

 

[Chris Ashdown]

We send out returns forms with our goods, cut down phone calls about 60%, helps explain the relvant Terms and conditions in a more friendly way

Can only help seller as far as I can see

 

[Page]

I assume the levels of returns would go up - have you found this to be the case

 

[deniser]

I assume the levels of returns would go up - have you found this to be the case

Difficult to say as the level of returns is going up anyway because people have been switching over from the Ebay all sales are final mentality of 10 years ago. Also people now expect to buy more than they need so they can choose from it and return the rest.

It all comes down to how busy you are. I don't have the time to faff about with returns so the quicker they can be processed the better.

 

[JoomGuru]

I like the idea - it shows confidence in you and your products and lets the customer know that you have considered the possibility of returns and are taking pre-emptive action - it saves them the hassle and they like that.

Its a positive spin on a negative.

 

[Chris Ashdown]

They fil in a simple form an that saves us probably a 10-20 min phone call where the tell us the problem then what they want but forget the ref number of the replasement items, cannot remember the order number, complain about having to post back the items not required etc

As it is the parcel comes back via accounts dept, they credit immediatly or change the order for the new items, inform dispatch whats require, all done in a few minutes

to me anything you can do to keep customers off the phone and onto email or snail mail the more time we save, and quite honestly we don't feel we miss much by not hearing their tale of woe or life history or how Marks and Spenser do it.

 

[OptiRick]

I think it is probably for the best to include a return form.

I worry that it might encourage a return but then again if the customer is happy it isn't an issue but if the customer is of the mind to return they will take up your valuable admin time.

There will be some customers who don't get around to returning goods if it isn't made convenient for them, this might at first seem like a good thing but they might not buy from you in the future.

 

[deniser]

to me anything you can do to keep customers off the phone and onto email or snail mail the more time we save, and quite honestly we don't feel we miss much by not hearing their tale of woe or life history or how Marks and Spenser do it.

Couldn't agree more!

 

[Page]

Well the reason the debate came up again was because of the support time.

More specifically this is for goods sold on Amazon which affects my thoughts.

Also what about xmas time when things are bought as gifts. Here I might guess a much higher return rate post xmas if there was a form rather than nothing.

 

[deniser]

Also what about xmas time when things are bought as gifts. Here I might guess a much higher return rate post xmas if there was a form rather than nothing.

We still put one in but the returns rate for gifts is very low because people feel bad about exchanging a gift and the recipient can't get a refund anyway.

 

[GeeWizz_Designs]

It can only help really.

Shows better customer service and also allows you to process your returns quicker!

 

[Page]

No it cannot "only help" - it depends on how it affects the level of returns.

It could for example - push up the work load and down the profits with a higher level of returns being handled.

 

[SillyJokes]

If you think your returns are too high then the form is not the place to start to make them less.

You should begin by making sure your images and descriptions help the customer make the best choice for them. This will reduce the returns enormously with the plus side of increasing sales.

You need to pretend you have never seen the product in your life before and descibe it in great detail.

Then you do the form so that the customer gets perfect customer service end to end.

 

[GeeWizz_Designs]

Thats what I meant Silly,

No need to go off on 1 Sanjiv!

Good business ethics and the right approach to your product descriptions and images etc should mean that returns are to a minimum.

I would be concerned if you were recieving a high level of returns....maybe time to check the above.

Including them in a package from a well estabilised store however, will give the customer far better service, peice of mind and a clearer protocol to follow if a return is nessecary!

 

[omnivore]

hi there folks

we have been thinking of including a returns form too
does any kind soul have a good one they'd care to share?

always good to start off where someone else has tested and refined

any contributions very gratefully recieved

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