We’ve all heard a customer say “I demand a refund!”
In some form or another. Here’s a quick list of questions to answer from the yet to be created ‘Should I Give Her Money Back?‘ checklist:
Why Should I Swap The “Should” with the “I” and Take Away the “?” In The Above Sentence? (Come on team, get ya brains working)
• Is the item faulty? (Dirty/damaged)
– Did we sell a garment when faulty? Assess the level of fault and if it can be resolved through dry cleaning or a specialist.
• Has it been worn?
– If the customer has worn the item after purchasing it and has not left it in a resaleable condition. You’ve got an easy decision to make depending on ‘your own judgement’
• Is it within the time period allocated to refunds?
– Did the customer have the AUDACITY to bring the garment back after 30 days?
When and Why you should use ‘Your own judgement
• Is the customer a regular?
– Respect the regulars even if they don’t buy much. They’ll often know your stock quite well won’t they? Who better to spread the gospel amongst the community about your new styles? Is it better to save a sum by refusing a refund or gain regular sums from the regular customers and their extensions?
• Does the customer have a high net spend?
– If so, it shows they don’t often bring items back – at least nowhere near as much as they buy. This could mean they are innately apprehensive about bringing items back, they often don’t like to make a fuss or, they just don’t have the time or patience.
– In these situations you would already be swaying towards the best interests of the customer based off of your initial knowledge of the situation. Priorities should be making the refund process quick and simple whilst encouraging the customer to shop more, offering the experience of trying something new.
• Does the garment have a history of issues?
– Have a look at the history of the garment – previous returns, reason codes and fitting room feedback. Consider these factors when justifying any outcome that you pursue. If for example you know that this item has been returned in the past for the same reason the current customer is bringing it back i.e unnatural wear and tear in a specific area, then accepting this refund is a no brainer.
• Do you believe the customer’s story is genuine?
– Dangerous territory here. Never hesitate to ask for a second opinion in this situation. There are various ways (EXCUSES) you can keep the customer at ease when going for a second opinion. The advanced steps in this area would involve reading body language, tonality and consistency of that particular customer. We’ll save that for another post. A brief skim through this point and the others should serve you well to make sure that your refund scenario runs smoother than a boiled egg in baby oil 😉
Final Note: Always put the image of your business and its reputation above financial gain. (Unless of course you’re the business owner planning on a quick sale before you get caught in a tax fraud scandal a week before you board a one-way flight to a hideout in Mexico… in which case take the money and RUN)
What would you add to this checklist?
Business > Customer or Customer > Business?
Smoother than boiled eggs in baby oil?