Returns that bring customers back

Nobody likes returns, but customers remember how they went. An easy return is often the reason someone orders again.

Say it before they buy

Put your return policy where people decide: on the product page and at checkout, in plain words. How many days, what condition, who pays.

Make the first step one tap

The fewer messages it takes to start a return, the better. A form with the order number and a reason is enough.

Collect it from the door

• Offer a pickup instead of sending people to a shop.
• Send the return label by message, ready to print — or no label at all.
• Tell the customer when the parcel is on its way back.

Refund quickly

Customers judge a return by how long the money takes, not by how long the parcel takes.

Once the parcel is checked, refund the same day if you can, and say so.