Contents
Returning purchased goods – what do you need to know?
1. Right to return goods
2. Returns policy – how to prepare it?
3. Returning a product – step by step
4. Communication with the customer
5. How to avoid problems with returns?
Return of goods, withdrawal from the contract, complaint - differences
How to avoid problems with returns?
Return of goods - summary
Returning purchased goods – what do you need to know?
1. Right to return goods
First of all, it is important that you, as a seller, are familiar with the regulations regarding the return of goods (consumer law). In Poland, as in other European Union countries, there is a consumer protection law that regulates the rules for returns. The most important of these are:
Right to withdraw from the contract : According to the regulations, the customer has the right to withdraw from the contract at a distance (e.g. returning purchases online). The time for making the return is 14 calendar days from the date of receipt of the goods. In such a case, there is no need to provide a reason.
Exceptions to the right to return : However, there are a few exceptions in which the right to return does not apply, such as personalised, perishable or sealed products whose packaging has been opened.
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2. Returns policy – how to prepare it?
A well-prepared returns policy is a key element of any store. It should be clearly defined and available to customers before they make a purchase. What should you pay attention to?
Clarity : The return policy should be clear and easy to find on the store's website. Use simple language that even people who are not familiar with the law can understand.
Procedure details : Specify exactly how a customer should proceed when returning a product. The instructions should include how to file a return, how long it will take to resolve the matter, and what documents are required (e.g. proof of purchase).
Return costs : Explain who is responsible for returning the product. In the case of online stores, the customer usually pays to return the product, unless the store offers free returns.
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3. Returning a product – step by step
Returns management is a task that requires efficient operation. Below is what the returns procedure may look like:
Return request : The customer submits a return request by filling out the return form available on the store's website or by contacting customer service. It is important that you clearly indicate in the form what information is required (order number, contact details, reason for return).
Verification of the application : Before accepting the return, make sure that the application meets all requirements, e.g. it is filed on time, the product has not been used, has not been damaged, and the packaging has not been opened (if it concerns goods for which returns may be restricted).
Return confirmation : After positive verification, inform the customer that the return has been accepted and the exact date when they can expect a refund. Remember that you have a maximum of 14 business days to make a refund after receiving the goods.
Pickup : If the store offers a customer pick-up service, arrange the appropriate courier service. If the return is at the customer's expense, be sure to indicate the appropriate instructions for sending the package.
Refund : Once you have received the goods and have positively verified them, issue a refund to the customer. This is usually done to the account from which the order was paid.
Also read: How do consumers behave in 2022? Learn malaysia phone number resource about the moods and attitudes of Poles
4. Communication with the customer
A well-executed returns process also means the ability to communicate effectively with the customer. What are its most important elements?
Quick response : Respond to returns inquiries as quickly as possible. Customers appreciate prompt service, especially when it comes to product disappointment.
Help and Support : Provide clear information about the returns process. If a customer has any concerns, always try to help resolve the issue.
Flexibility : While your returns policy should be strict, showing flexibility, such as late returns, can increase customer satisfaction and promote loyalty.
5. How to avoid problems with returns?
Although returns are inevitable, proper organization of sales processes can reduce their number:
Accurate product descriptions : Make sure your product descriptions are as detailed as possible. This will make it less likely for customers to make a mistake when making a purchase.
Quality Customer Service : Build trust by responding quickly to issues and questions. The better the service, the less likely a return is.
