Checklist for Processing In-store Returns of Online Buys
Online holiday shopping is expected to reach $24.3 billion this year, which means e-tailers with a retail channel should be gearing up for in-store returns of gifts that didn’t quite hit the mark with recipients. And since standing in line for excessive periods of time reduces the minutes customers have to spend their refunds in your store, consult the following checklist, developed by Chicago-based e-commerce consultancy the etailing group, to ensure you’re ready to keep the returns line moving.
1. Train store associates to handle online purchase returns before the holiday rush, so there’s no confusion in the moment.
2. Create a dedicated returns counter.
3. Offer robust store locators on your Web site, with toll-free phone numbers and current store hours.
4. Put complete information for returns on all merchant paperwork, from packing slips to online purchase receipts.
5. Brief all channel partners on in-store returns and requisite information.
6. Create an online information center with contact details, FAQs, guarantees, return policies and tips for first-time customers.
7. Instill in all employees a belief that the customer is always right.
8. Put impulse products and gift cards near the returns counter to drive incremental sales.
9. Promote all channels to customers via all other channels.
10. Develop flexible policies and encourage friendly employee attitudes to accommodate any operational problems.
The etailing group can be reached via the Web at www.e-tailing.com and via phone at (773) 975-7280.