E-commerce: how to manage returns and exchanges?

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Returns management has become an essential component of ensuring a satisfying customer experience on an e-commerce site . Indeed, returns and exchanges are not only an inevitable part of the sales process, they are also a real opportunity to strengthen customer loyalty. A well-thought-out returns policy can turn a potentially negative experience into a competitive advantage for your online store and help you increase your sales.

What are the different types of returns?
Not all feedback is created equal. That's why it's important to understand the different forms customer feedback can take.

Exchanges : A customer returns a product in rich people database exchange for another item, often of a different size or color. This option allows the customer to retain the revenue from the original sale.
Full refunds : The customer returns the product and receives a full refund, resulting in lost revenue for the merchant.
In-store credit : The customer receives a credit, i.e., a credit note, to use for future purchases, which minimizes lost revenue and encourages future purchases.
How to develop a clear return policy?
A clear and transparent return policy is essential for managing returns. To develop a return policy that's easy for customers to understand, we recommend clearly stating the return deadlines—the time consumers have to return a product—on your online store. It's also advisable to create a refund or exchange policy page that outlines the specific conditions under which a returned product will be refunded or exchanged. Finally, it's also important to clearly state whether returns are free or if fees apply. Free returns are a key selling point for attracting customers.