While avoiding returns altogether is nearly impossible in the current e-commerce landscape, there are certainly ways for sellers to avoid or minimise the most common reasons for returns:
Write accurate product descriptions
Provide detailed and accurate product descriptions, including size charts, dimensions, material information and high-quality images. Clear and comprehensive information helps customers make informed purchase decisions, reducing the likelihood of returns due to mismatched expectations.
Request customer reviews and ratings
Encourage customers to leave reviews and ratings for products they have purchased. Genuine customer feedback helps prospective buyers understand the product better before making a purchase decision.
Create size guides and fit assistance
For apparel and footwear products, offer detailed guidance and tools to help customers select the right size on the first try.
Produce high-quality product images and videos
Utilise high-resolution images and, if possible, product videos to provide customers with a more accurate representation of the product. Multiple angles, zoom features and videos can help customers visualise the item better, reducing surprises upon delivery.
Implement strong quality control measures
Quality control processes should be in place to ensure that products are accurately described, properly packaged and free from defects before shipping. Thoroughly inspect items to reduce the likelihood of customers receiving damaged or defective products.
Provide prompt customer support
Provide responsive and helpful customer support to address any pre- or post-purchase inquiries or concerns quickly.
Personalise product recommendations
Leverage customer data and purchase history to offer personalised product recommendations. By suggesting products that align with customers' preferences and needs, you can increase the likelihood of satisfaction with purchases.
FAQs
65% of items returned are due to customer selection reasons (i.e “Changed my mind”, “Doesn't fit”) 13% are due to catalog issues (ie “Not as described/expected”) 9% are due to product or delivery issues (i.e “Arrived damaged”, “Arrived late”, “Wrong item”)
What is the best excuse to return an item? ›
Return Reasons
- Sizing or fit issues: ...
- Damaged or defective item: ...
- Did not meet expectations: ...
- Changed mind or impulse purchase: ...
- Incorrect order: ...
- Delivery delays: ...
- Unwanted gifts: ...
- Misleading product information:
Be clear about what you want.
Say if you want a full refund, an exchange, a store credit, a markdown on the item you bought, or a percentage discount on a future purchase. Explain why you want that result. Sellers are often more willing to offer a store credit than a refund.
Can I return an item without a reason? ›
You don't have an automatic right to get your money back if you just change your mind about something you've bought and there's nothing wrong with it. It's the same no matter how expensive the item was - it's really down to the seller whether they offer you anything.
How do I persuade a refund? ›
Contact the business.
- Be clear with your complaint. State why you are unhappy. ...
- Also state you want a refund. The company might try to give you something else, such as store credit, if you aren't clear.
- Realize that the first person you speak to might not be able to help you.
Smile and say, “Hi, I want to return this item which I bought last week.” Show the clerk the item and your receipt. Don't delay returning the item. Some stores allow returns but only for a certain amount of time.
What should you say when a customer wants to return a product? ›
Customer requesting a refund due to product issues
We're so sorry to hear that you're having trouble with your [product name]. We understand how frustrating it can be to receive a product that doesn't meet your expectations, and we sincerely apologize for the inconvenience caused by the [specific product issue].
What do you say when you want something back? ›
Be bold and come out with your request. Even if they've had it a long time, just assume they have intended to return it, and say, "I'd like to get my copy of X-Men back when we meet next." With that direct approach, embarrassment or common courtesy will likely cause them to return your item. Ask a question about it.
What is a good sentence for return? ›
Examples of return in a Sentence
I have to return a book to the library. I'm returning your ladder. Thanks for letting me borrow it. The dishes were broken when they were delivered, so I had to return them.
What words to use to get a refund? ›
Synonyms of refund
- reimburse.
- repay.
- pay back.
- compensate.
- render (to)
- reciprocate.
- give back.
- pay off.
Start by acknowledging the refund request and your steps in determining if it was valid. Then explain your decision to deny the refund. Use active language like, "I looked into your situation and our refund policy does not allow one in this case." Consider indicating that you spoke to a manager to add to the authority.
What is the best way to return an item? ›
Online return tips for a smooth return process (and fast refund)
- Read the store's return policy.
- Keep the original packaging.
- Take photos of any damage or defects.
- Start the return process ASAP.
Why Do Customers Return Their Purchases? The most common causes of purchase returns are unmet expectations, damaged or defective products, and incorrect fit. Any of these issues can be caused by failures on the merchant's part or by events the merchant had no control over.
What to do if a seller refuses to refund? ›
Company Won't Give You a Refund? Here's How to Get Your Money Back
- Try to Work it Out with the Merchant First.
- Option 1: Request a Chargeback.
- Option 2: Consider Mediation.
- Option 3: Sue in Small Claims.
- Option 4: Pursue Consumer Arbitration.
- FairShake Can Help Make Arbitrating a Breeze.
I am contacting you regarding my recent order [Order Number], placed on [Order Date]. I would like to return this item for a full refund. I see from your return policy that I am eligible to receive the full refund. I kindly request a refund of [Amount Paid] and instructions for return the product.
What is the reason for claiming refund? ›
An income tax refund happens when there is a mismatch between tax paid and your actual tax liability. You may realise that you have a tax refund at the time of filing your Income Tax Return (ITR).
How do I insist on a refund? ›
If you think you're entitled to a refund, then in the first instance, you should go back to the store or contact the online retailer. Depending on what's wrong, you may be asked for proof or purchase, which could be the original till receipt, or a copy of the transaction on your bank or credit card statement.
What are the grounds for refund? ›
You'll have legal rights if the item you bought is: broken or damaged - this is known as not of satisfactory quality. unusable - this is known as not fit for purpose. not what was advertised or doesn't match the seller's description.
