In remote sales, or sales through internet, the consumer has the legal right to return the received products. These returns are very expensive for the company and can increase to about 20 percent of the total number of ordered items in products such as fashion. That’s why EMAKERS developed a specific e-commerce return service.
Studies of, among others, Gfk show that the consumer simply expects to be able to return the ordered products, without having to pay for it. Many companies therefore use the return process to distinguish themselves from the competing companies and to win over the indecisive client. They offer a free return address and a longer time for reflection than legally fixed.
BEST PRACTICES IN RETOURSERVICE
EMAKERS believes in the fundamental principle that when you sell products to consumers in a specific country, you also should be able to offer a specially adapted service to that country. Concerning the return process that means, among other things, that they require a local return address.
It’s good practice to add the return instructions to your delivery parcel, or to refer to a page on your web shop where those can be found. Besides the return address, you can use those instructions to ask the customer to identify the product and to give a reason of return. Often the client is also asked to first announce the return at the web shop.
RETURN PROCESS EMAKERS
Customers can return your products for various reasons. At worst, they changed their mind and simply don’t want the product. If the product doesn’t fit, you can for example offer another size. It’s also possible that the advertised product characteristics in the web shop (for example the color of the product) don’t match the client expectation. Such a reaction helps you to improve the sale process. Finally it’s possible that a product is malfunctioning during initial use or that the client couldn’t get it to function.
When EMAKERS receives a product as a return, the return process can start with a notification to the customer that his or her products are received as a return. Using among other things the communicated reason, the next step is to determine how the return has to be settled.
First of all, we’ll check whether or not the client indeed meets the return conditions. For instance, has the product been returned within the available time? Then, the condition of the product is determined. If the client meets the return conditions, we’ll send you an (automatic) notification on the subject so you can arrange the reimbursement. If the client doesn’t meet the conditions then we can inform him or her right away or enter into consultation with you for each separate case.
Next we’ll check the condition of the product for you. Unopened products will be considered as ‘new’. Furthermore we distinguish an opened packaging, a used product, a slightly damaged product, a heavily damaged product or a faulty product. Faulty products are destroyed or periodically send back to you.
Regarding products with an opened packaging, a used product, a slightly damaged product or a heavily damaged product we try our best to restore them to their original state. Electronic products are tested individually, after which we restore them to the original factory settings. The products are cleaned (sterilized if necessary) and finally repackaged.
EARN BY RETURNED PRODUCTS
Every salesman has his own rules about what to do with returned products.
Products that are considered new can be relisted for you and send to a new customer when ordered.
We can also place the returned products or a part of the returned products in a separate sale with a discount through your own site or third-party channels such as Ebay. The discount price can be fixed for each product individually, depending on the condition of the product, with a clear sale description as to why the product is offered at a discount. This discount can be fixed by EMAKERS or can be conferred with you for each individual product using a photo of the respective product.
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