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Getting a return request can be painful both financially and emotionally.
Refunding a customer's order can result in a loss of profitability on orders, and knowing that someone disliked your product can be disheartening for business owners that strongly believe in the benefits of what they sell.
For these reasons, it can be tempting to ignore the reality of returns and exchanges and leave the mounting problem unaddressed.The pitfalls of a poorly implemented return policy
Over time, however, customer complaints about your return policy can start to filter onto social media, showing up as comments under your ads or even in Google searches about your business. This is where a poorly implemented returns system starts to negatively affect your overall reputation as a business. If bad sentiment about the buying experience starts to spread online, it is likely you will see a drop in conversion rate.
Processing every return manually and dealing with customers on a case-by-case basis can also be expensive for your business operations and exhausting for customer service employees. If the time and expense to process a return or exchange isn’t monitored and optimized, it can even prevent you from scaling your business.The advantages of a customer-centric return policy
Many innovative businesses have recognized that a customer-centric return policy is a powerful marketing tool.
According to UPS, 68% of shoppers check a website’s return and exchange policy before making a purchase. That’s why many brands now advertise "free", "easy", "no-hassle" returns and exchanges to increase conversion rates and purchases.
A return policy that benefits the customer is often the differentiator between businesses with a strong repeat purchase rate and those that rely on one-time purchases only. As the cost to acquire customers rises, many businesses are looking at how to retain customers and increase their lifetime value.
Although a return or exchange may not make a business profitable on first purchase, the better customer experience is more likely to lead to a higher retention rate and long-term revenue growth.
Lastly, your reputation will benefit most from offering easy returns and exchanges to customers. According to Nielson’s Global Trust in Advertising Report, 66% of people surveyed trust consumer opinions posted online. These positive customer reviews and word-of-mouth recommendations about the buying experience will pay off as free marketing for your business that will allow it to thrive in the long-term.Setting up a system for returns and exchanges
Having a system can take the pain out of returns and exchanges for both the business and its customers. Whether you’re receiving your first return request, or are trying to repair a flawed process, creating a system can immediately help cut down the customer service hours spent on returns and exchanges.Returns vs. exchanges
In traditional brick-and-mortar retail the distinction between returns and exchanges is less defined. With physical stores, a customer doesn’t need to decide whether they want to return or exchange an item until they are in a store speaking to a sales rep.
With ecommerce, the customer usually decides independently if they want a return (which signifies a refund) or an exchange (usually for a gift card or a replacement product of equal value).
If a customer wants a return, they are communicating that the product did not meet their expectations for one reason or another and want a refund. An exchange on the other hand, means that they were satisfied with the quality of the product and the buying experience, but chose the wrong item.
You have 10 calendar days to return an item from the date you received it.
To be eligible for a return, your item must be unused and in the same condition that you received it.
Your item must be in the original packaging.
Your item needs to have the receipt or proof of purchase.
Once we receive your item, we will inspect it and notify you that we have received your returned item.
We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved, we will initiate a refund to your credit card (or original method of payment).
You will receive the credit within a certain amount of days, depending on your card issuer's policies.