Lenient Return Policies to Boost Customer Satisfaction and Repeat Order Rates

As consumers, we all know the frustration of receiving a product that doesn’t meet our expectations or doesn’t work as advertised. In these situations, a lenient return policy can make all the difference. But did you know that offering such policies can also benefit your business in significant ways?

Here are some elements that a lenient return policy may include:

• Extended Return Windows – Allow customers to return products within a longer timeframe than standard policies, typically between 30 to 90 days after purchase.
• No Questions Asked – Allow customers the option to return products without any questions asked, while others may require a reason for the return.  That’s not to say that you can’t ask for that information to improve your product or as a cue to offer a discount to save a sale, of course!
• Free return shipping or in-store returns – Send your customers a return label to maximize convenience.  There are companies that may even tell customers to keep the original order if the value of the order is under a certain threshold because it costs more to restock.  That may prompt the customer to share the your products with friends/family and promote your brand!
• Store Credit/Easy Exchange – If you can’t offer a full refund, offer store credit.  Store credit is only a way to facilitate easy exchanges.
• Return Portal – Allow customers to request/start a return and generate their own labels.  Do not put up barriers that force a customer to call or chat.  There are platforms that allow you to offer instant credit for customers to reorder right away, and then charge the customers if they don’t send back their return!

Lenient return policies are beneficial for both customers and businesses. Customers are more likely to make a purchase if they know they have the option to return it easily, leading to increased sales. Businesses benefit from increased customer satisfaction, loyalty, and repeat orders.  They’re especially important for online retailers, where customers cannot physically see or touch the product before purchasing.