A good return policy builds trust, loyalty, and repeat business. 92% of direct shoppers (catalog and internet) will shop again if returns are convenient, and 82% will not shop again if returns are inconvenient. (Harris Interactive). This may be why Zappos, a Las Vegas online shoe retailer holds a fifth of the online footwear market. They have doubled their sales every year since 1999. According to Business 2.0 Magazine Zappos became the top online footwear retailer by offering a superb return policy. Zappos accepts returns if the customer is not 100% satisfied for up to 365 days, and Zappos will pay for the shipping. Amazon recently created an online store called endless.com offering a very similar return policy.
With more and more online stores being created everyday, e-retailers must be more competitive to be successful. Proudly and clearly stating a reasonable return policy is a great way to win over customers.
This site was partly designed to help online retailers improve their return policies. E-retailers may use our recommendations to create or update their return policies to gain an advantage over their competitors. E-retailers should also take notice of user comments to learn how customers react to certain return policies. When your return policy is completed, post it at this site for everyone to see. Don’t shy away from your return policy – be proud of it.
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What makes a good return policy?
