Should you accept returns in your retail store?
It won’t be long now, before the tide of gifts that ‘weren’t quite right’ get besieged upon retailers.
Does your store accept returns?
First off, let’s get the legalities sorted. Each country, and even state will have different laws regarding when you are legally required to accept a return. Generally, these revolve around instances when an item is faulty, is not as described or not fit for the purpose it was marketed for.
But what about when a customer just changes their mind. Maybe they picked the wrong size for that only-seen-once-a-year niece, or you got a yellow one, when everyone KNOWS that yellow just makes you look washed out. There’s even the chance that there was a little bit of buyer’s remorse setting in, so the customer just wants their money back.
After you’ve investigated at what you are legally required to do, let’s say that you are within your rights to refuse to return an item when it’s just a change of mind situation.
Should you let that person return the goods?
Let’s look at the pro’s and cons from both sides on the shop counter.
On the customer’s side, the option to return an item is kind of like a guarantee. It’s a no brainer. I’ll buy this thing, if it doesn’t work out, then I’ll just bring it back
Cue a sale
From the retailer’s perspective, things look mighty different.
Do any of these sound familiar
“If I accept returns, I’ll be losing money”
“I’ll end up with old stock being returned and I won’t be able to move it”
“Processing returns is a logistical and accounting nightmare”
I’ve heard them all, plus, many others.
At the end of the day, you own and run your retail store, so you get to say what the rules are. Whether you choose to accept change of mind returns or not, is up to you. You just need to ensure that you stick to what the choice that you make.
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