How to Handle Computer Product ReturnsUnfortunately, once in a while, you may, (or may not) have to deal with product returns. And like it or not, returns are simply part of the internet retail industry. However, if you help the customer find exactly what they want, and answer all of their questions and concerns before hand, then you can reduce the frequency of product returns more often.
|
|
Start your online store with Volusion - Try it for free->
|
|
How to Handle Computer Product Returns
|
|
|
Furthermore, if you make your return policy easy to follow and understand, then the return process can become a quick and easy experience for both you and the customer.
And the easier you make it for the customer to return the product, then the more likely they are to buy from you again and send you referrals as well. |
Customers can return products for several reasons:
-There could have been a mismatch between the customers’ needs and the product itself in which the customer could have purchased a product that was more than what they needed.
-The product could have been less adequate than what the customer needed the product for and therefore the product was inferior to what they really needed.
-The product could have been a user-unfriendly product or with poor product documentation making it too difficult for the customer to learn how to use and operate.
-The product could have arrived defective, or become defective after the product was opened and used.
-The buyer could have experienced “buyers' remorse” and as a result has decided to return the product back to the reseller.
Whatever the case may be, there may be times when the customer will want to return the product and it’s up to the reseller to make the return process a quick and pleasant experience without any complications to you or the customer. Therefore, it is important to learn how to handle product returns before they happen in order to keep your customers happy and run a successful internet business.
-The product could have been less adequate than what the customer needed the product for and therefore the product was inferior to what they really needed.
-The product could have been a user-unfriendly product or with poor product documentation making it too difficult for the customer to learn how to use and operate.
-The product could have arrived defective, or become defective after the product was opened and used.
-The buyer could have experienced “buyers' remorse” and as a result has decided to return the product back to the reseller.
Whatever the case may be, there may be times when the customer will want to return the product and it’s up to the reseller to make the return process a quick and pleasant experience without any complications to you or the customer. Therefore, it is important to learn how to handle product returns before they happen in order to keep your customers happy and run a successful internet business.
Return policy:
If your return policy is made clear on your website, then it will make it that much easier for your customers to follow your procedures as outlined in your policy. And your return policy should make clear that there are a number of conditions in which the customer must abide by in order to be able to return the product.
For example:
-Products must be in the original manufacturers packaging and shipped securely.
-Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with.
-Product serial number, or any similar identification numbers, must match the serial number on the package or invoice.
For example:
-Products must be in the original manufacturers packaging and shipped securely.
-Products must be complete with any standard certification labels (UL listing, capacity, brand name, UPC code) originally placed and not tampered with.
-Product serial number, or any similar identification numbers, must match the serial number on the package or invoice.
-Products must be free from damage of any type, including, but not limited to, dents, scratches, cracks, abuse, defacement or indication of removed screws/fasteners or seals.
-Products so labeled with a security seal, must have the seal intact and not tampered with.
And those are just a few examples. Yet when the customer contacts you asking how to return the product, then you must direct them to your return policy page. And your return policy must give straight forward instructions on how to proceed with their product return.
For example:
The customer must make clear the reason for their return to make sure the product qualifies for a refund or an exchange.
Then the customer must obtain an RMA number, (Return Merchandise Authorization number) from you before shipping the product back to you or back to the distributor.
And again, these are just a few examples. Your return policy can explain in detail what the customer needs to do in order to return the product for a refund or an exchange.
-Products so labeled with a security seal, must have the seal intact and not tampered with.
And those are just a few examples. Yet when the customer contacts you asking how to return the product, then you must direct them to your return policy page. And your return policy must give straight forward instructions on how to proceed with their product return.
For example:
The customer must make clear the reason for their return to make sure the product qualifies for a refund or an exchange.
Then the customer must obtain an RMA number, (Return Merchandise Authorization number) from you before shipping the product back to you or back to the distributor.
And again, these are just a few examples. Your return policy can explain in detail what the customer needs to do in order to return the product for a refund or an exchange.
How to handle product returns:
In general, if the product is defective then you can have the customer return the product to the distributor or the manufacture depending on how long it’s been after the product has been purchased.
A 15 to 30 day return policy is standard for computer products.
If the product is found to be defective before 30 days then the distributors will handle the replacement/exchange and/or refund for you.
In which case, you would refund the customers’ money back to the customers’ credit card and then the distributor will refund your money back to your credit card, debit card, bank account, or however you paid the distributor for that particular product.
If the product is found to be defective after the distributors return date policy, then the customer will have to take advantage of the manufacturers’ warranty and ship the product to the manufacturer. From there, the manufacturer will either refurbish the product or replace it with a new one, depending on the defect or the problem with the product itself.
A 15 to 30 day return policy is standard for computer products.
If the product is found to be defective before 30 days then the distributors will handle the replacement/exchange and/or refund for you.
In which case, you would refund the customers’ money back to the customers’ credit card and then the distributor will refund your money back to your credit card, debit card, bank account, or however you paid the distributor for that particular product.
If the product is found to be defective after the distributors return date policy, then the customer will have to take advantage of the manufacturers’ warranty and ship the product to the manufacturer. From there, the manufacturer will either refurbish the product or replace it with a new one, depending on the defect or the problem with the product itself.
Normally the customer may ship the product to you unless you tell them to ship it directly to your distributor with the RMA number, (Return Merchandise Authorization number) on the box. However, if the customer received a defected product, then (although not required), it would be good business practice for the reseller to reimburse the customer for shipping using the most economical means of shipping such as UPS ground in order to keep that customer loyal to your business.
The complete cost of the returned product, including shipping, will be credited back to your credit card, debit card, or your bank account by the distributor.
Then you would have to order the new product and have it shipped back out to the customer, if the customer requested that a new product be shipped to them.
Yet, the fastest and the most convenient way to handle returns and exchanges would be to create a simple "return/exchange RMA" form on your website and then direct your customers to fill out that form.
Have them select the option for a refund or exchange along with a brief summary explaining the reason why they are requesting a refund or exchange.
On that same return form you would let the customer know that they will receive an RMA number and shipping instructions within 24 to 48 hours.
The complete cost of the returned product, including shipping, will be credited back to your credit card, debit card, or your bank account by the distributor.
Then you would have to order the new product and have it shipped back out to the customer, if the customer requested that a new product be shipped to them.
Yet, the fastest and the most convenient way to handle returns and exchanges would be to create a simple "return/exchange RMA" form on your website and then direct your customers to fill out that form.
Have them select the option for a refund or exchange along with a brief summary explaining the reason why they are requesting a refund or exchange.
On that same return form you would let the customer know that they will receive an RMA number and shipping instructions within 24 to 48 hours.
You can set it up so that when they submit the form they will receive an auto responder confirmation stating that they will receive and RMA # and shipping instructions within 24 to 48 hours.
Then you will proceed to contact the distributor and request an RMA number from the distributor.
The distributor will issue you the RMA number and then you can email that information to your customer and have the customer ship the product back to the distributor (with the distributors RMA number on the box) in order to save time and shipping costs.
Or, you can have the customer ship the product to you first and then you would have to ship the product back to the distributor.
Then you will proceed to contact the distributor and request an RMA number from the distributor.
The distributor will issue you the RMA number and then you can email that information to your customer and have the customer ship the product back to the distributor (with the distributors RMA number on the box) in order to save time and shipping costs.
Or, you can have the customer ship the product to you first and then you would have to ship the product back to the distributor.
How to handle refunds:
If the customer requested a refund for their purchase, then simply refund their money, (minus the shipping) after the distributor has received the product. And then the distributor will refund your money back to you.
Product returns are nothing to be afraid of. It’s just part of the internet retail business. And believe it or not, returns online do not happen as often as returns in physical storefronts do. But even so, handling product returns does not have to become complicated. And if everything is done correctly, then the process can take place without any problems for you or the customer.
The easier the return process is for the customer then the more likely they are to purchase from your business again and pass on a good word about your website and customer service to others as well. And in this business, word of mouth is the best form of advertisement.
Product returns are nothing to be afraid of. It’s just part of the internet retail business. And believe it or not, returns online do not happen as often as returns in physical storefronts do. But even so, handling product returns does not have to become complicated. And if everything is done correctly, then the process can take place without any problems for you or the customer.
The easier the return process is for the customer then the more likely they are to purchase from your business again and pass on a good word about your website and customer service to others as well. And in this business, word of mouth is the best form of advertisement.
