Returns, exchanges and complaints: a simple rule for your business
An unhappy customer who is not listened to does not come back, and tells their friends. A simple, honest rule for returns protects your reputation and your margin.
Set your rule once and for all
Decide what you accept: exchange, credit note, refund, within what time and in what condition. A clear rule, the same for everyone, avoids arguments and favouritism.
Communicate it
- Display it in the shop, simply.
- Remind customers at the time of sale if needed.
- Put it on the receipt or in your WhatsApp message.
Handle a case calmly
Listen first, check the receipt and the product’s condition, offer the solution set by your rule. An occasional goodwill gesture for a loyal customer costs little and pays for a long time.
Record every return
Note each return or exchange with the product, the reason and the decision. If the same product comes back often, there is a quality or supplier problem to fix.
With Kaislo
Kaislo keeps the history of each sale, lets you cancel a sale with a reason controlled by the manager and find a receipt to check a purchase.
Sales, stock, customer credit and evening accounts in one place, on phone or computer. 30-day free trial.
Returns, exchanges and complaints: a simple rule for your business
Do you have to accept every return?
Not necessarily: set a clear rule (time limit, product condition) and apply it the same way to everyone.
How do you limit returns?
By describing products honestly, checking condition at sale and keeping good track of your suppliers.