Our Selling to Retailer’s Mastermind group generates a lot of discussion around issues that producers deal with daily. I would like to share one of our Return Policy Mastermind Group Discussion that took place last year, right before the holiday season.
Return Policy Discussion
QUESTION: 60% of online shoppers look for a return policy before buying. What are your return policies (on your website) and how hard are they to find?
Malcolm: We do have a guarantee/warranty, but do not specifically mention returning merchandise. This, of course, is called “risk reversal” and is a big factor in copywriting for increasing conversion. Here is the verbiage on one of our sites:
We unconditionally guarantee 100% SATISFACTION on all products sold on this web site for up to one year! If any product does not meet your expectations, contact us, and we will find a way to make it right!
To date, after 100s of online orders, no one has ever asked for a refund or replacement product… but we are here if that ever happens when you order from Gourmet Innovations LLC and our Tastes of Idaho web store!
Note that we try to do refunds within 24 hours for those returns we get back, or damaged merchandise, which are both very rare. If we make a mistake in the order, we let them keep the mis-sent merchandise, and re-send the correct item ASAP. Nothing creates bad word-of-mouth like botching a return or a refund, and not making it right for the customer.
Christine: Craftshowcase Buyers Protection Policy:
This is ours at Craftshowcase.net
Craftshowcase buyers can feel safe when purchasing items. Our protection covers items purchased and not as described. First you must email Craftshowcase@verizon.net withing 7 days of receipt of the item(not on custom made product). Tell us why you feel it is not as described, we will contact the vendor to help resolve the issue. If no conclusion can come between the Artist or Craft Professional and the customer, we will ask the customer to return the product to Craftshowcase.net for a full refund (freight will only be credited one way). Remember this will not cover buyer’s remorse only true items that are not as described.
Louise: This is ours with a link on every page:
Returns – All Returns Must Be Preapproved
The Bird Barn would like every customer to be completely happy with their purchase and will make every effort to fix a problem with an order. All returns must first be preapproved by The Bird Barn. Please call or email firstname.lastname@example.org to report the defect and we will arrange a credit or exchange provided all of the return criteria have been met. Credits or exchanges will be entirely at the discretion of The Bird Barn.
The Bird Barn must be notified of any discrepancies with orders, within 48 hours of delivery.
Anne: We have a Lifetime Guarantee -title shown on every page and a link to this text: We want you to be completely satisfied with your SailorBag and that is why all SailorBags come with a 100% Satisfaction Guarantee. If a SailorBag fails to live up to your expectations, you may return it for a refund or exchange.
Some great tips and feedback from Mastermind members!
If you are interested in become a Selling to Retailers Mastermind Member, we are still offering membership at a one-time lifetime fee — but only for a limited time! Check it out here: