This week has been the week of two polarised return/refund experiences in the Stocks/Taalikka household.

Firstly, my return of a top to COS was relatively smooth in the end.  I throughout the original return documents that were sent in the parcel which meant I needed to go on the hunt for the details.  Their website page was a bit confusing, so I rang customer service.  But this was solved quickly with an email sent including the returns barcode. [Thanks Ray.] This simplified the return at the post office and was added to the reusable bag!  Top returned.

Conversely, the return of a defective electric scooter purchased from @trsportsau via Catch was more challenging and more upsetting because Son 2 paid for it himself.  Absent return instructions, uncertainties about which company to call, inadequate customer contact times led to a time-consuming process with both companies. The proposed solution for the broken scooter, involving masking tape, was also surprisingly inadequate!  We are now having to go to the store to communicate our expectations in person.  I will keep you posted.

If you are building an experience for your customers to return items it seems there is a few easy operational additions that you need to consider:

🪜 Include clear, step-by-step return instructions in every parcel, and replicate this information on an easily accessible website page.

🤖 Ensure that Live Chat options offer real-time human interaction, as bots often lack the nuance required for complex queries.

🙋🏻♂️ Provide practical solutions through your contact centre, showing understanding and efficiency.

🆘 Simplify logistics for returns, using barcodes for small items and arranging pickups for larger ones.

🧐 Finally, trust the customer is not satisfied if they are going to the effort of returning it. Starting the return process with a presumption of honesty, rather than demanding proof of an issue, sets a positive tone for customer relationships.

Whilst the ideal return process should be a balance of operational efficiency with customer satisfaction, please always consider the customers view first.  Setting the tone of service and ensuring ease of experience means you will be considered next time there is need for something you produce.

Let’s hope we get scootering tonight! 🛴