Sunday, July 9, 2017

How To Draft An Ecommerce Return Policy

Here are some tips on drafting a simple, yet effective, refund policy for your e-store.

1. Plain English. No legalese
Your return policy needs to be friendly and understandable. Write as you speak.

2. Can you copy a refund policy from another site? 
No, but you can reword it enough so that it doesn’t constitute plagiarism. Refund policies and legal documents have same or similar provisions but it’ll make you look unprofessional to just copy-paste. Same goes for templates that are available online. If you use those, chances are, you'll be using something that is already posted on multiple other e-stores.

3. What can be returned for refund?
Custom-made, worn or used items, clearance products and digital ones are usually treated differently from other products. They are often ineligible for a refund or refunded for in-store credit only.

4. How many days do they have to return a product or cancel a service? 
It’s important, so that you don’t have to issue refunds months later.

5. Acceptable reasons for return? 
Can they return just because they are not happy with the product or do they have to offer a more substantial reason?

6. Do you require upfront approval before return?

7. How will they receive the refund? 
Full/partial refund, credit or replacement?

8. In what condition do they have to return? 
E.g., original packaging, unworn, unused, unbroken, with an authorization number, proof of purchase, etc.

9. Who pays for shipping?
You or the customer? Who pays to ship a replacement to the customer?

10. What happens if the customers return never arrives back to you?
Customer should bear responsibility for getting the return to you. Ideally, this needs to be spelled out in your policy.