According to one study, about 5 to 10% of purchases made in a store will end up being returned.
Since you have to deal with so many returns at some point during your business, you should make it easier on yourself and your customers by implementing good RMA processing.
But how do you do that? Keep reading to find out how to make your RMA process flow!
1. Define Your Basic Return Policy
One of the first steps in great RMA processing is defining your basic return policy. If you don’t have one already, think about how long you want to give customers to return the product. You should also outline some reasons they can return the item.
These reasons might include things like a duplicate order, the wrong quantity received or shipped, damaged merchandise, or even the wrong merchandise.
Next, you’ll have to define how you’ll refund the customer. Do they get a full refund, or are you going to have someone check over the return first?
How will you handle shipping fees (if applicable)? Will you give them cash back or credit for your store?
2. Initiate it Online
If you have a good e-commerce platform, you should also have an easy way for customers to say that they want to return your products.
For example, the Amazon RMA process is very easy to use. They even offer to print the shipping label for you!
3. Offer Great Customer Service
Since customers can’t visualize the product they’re buying online, sometimes it won’t match what they’re expecting when they get it.
Even though you might be frustrated that they’re returning it, offering great customer support during the return is an easy way to make sure that they’ll come back to buy from you again.
4. Have a Form
When you start your return online, make use that you have an official form that they can fill out. This way, you can avoid having customers sending their return requests to all kinds of emails and phone numbers that no one will see.
The form should have contact information, the name of the person handling the return, the client’s information, a place for the order number, and a reason why they’re returning it.
5. Give the Option for Exchanges
Lastly, to try and keep their business you can always try and offer an exchange.
Some companies look at this as a more sustainable alternative, and some customers will find it easier as well! You can suggest products that are about the same color or size, but let the customer decide what they want.
Discover More About RMA Processing
These are only a few things to improve your RMA processing, but there are many more things you can try!
We know that running a business can be exhausting and overwhelming. Thankfully, we’re here to help!
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