yurayurateikokuさんの おぼえた日記 - 2024年10月7日(月)

Product Returns-Burden or Opportunity? (1)

I had an interesting experience with product returns last week, Tayanita. First, I got this huge box full of PPE-personal protective equipment, such as gloves, face shields and goggles-shipped to me by mistake when I’d ordered some housewares. I dreaded the hassle of sending it back. But when I called the retailer, hey admitted they’d goofed up and told me to keep the whole package-to use, donate or scrap. No need to return it.
That makes sense, though, because the retailer would probably just trash the products if they can’t reuse or resell them. I don’t think that’s a common practice but it’s probably due to constraints related to hygienic products and hazmat items. And that way they don’t have to pay for return shipping costs either.
Right. The second case was no fault of the seller. It was all on me. I ordered some dress shirts, and when they arrived I didn’t like the style or color. I sent them back with the honest truth, and they refunded my money. No questions asked, super smooth. I was quite impressed in both instances.
Hassle-free returns are key to winning over buyers and building a loyal, ever-expanding customer base. After all, it’s far easier and cheaper to sell to a repeat buyer than to cultivate a new one.
Research shows a positive returns experience will encourage an overwhelming majority of customers to make a new purchase.

Make the iron hot by striking it.