Whether you are doing Shopify Dropshiping or spontaneous goods, refund is always the problem we do not want to face, but have to face the problem, today's main content is about how to deal with a dropshipping refund, minimize the loss.
Before we do that, one thing we need to realize is that the product does not need to be returned
Before that you can read all kinds of refund policy tells you how to handle the return and refund, but one thing you must realize is that whatever you do Dropshipping, or do you do for a spontaneous order, no matter which kind of form, a lot of some products is not worth going back to your supplier or your hands.
For example, the customer bought a bracelet with a value of $3, but found that the size of the product was unsuitable and could not be used. At this time, the customer wanted to return it. As soon as this time we have a lot of grass inside the roar of the horse (did you not see the size when you bought it...Obviously this is not your reasons) but this time the customer a refund, face the product of this value is not high, let the customer keep the original mail goods at the same time give the customer a, may be more appropriate, in the long run, a small act, will likely make the customers to your store to buy again.
Some of the most common reasons for refunds
1. The product is not as described
One of the most common reasons for a refund: product not in conformity with description, when you receive a refund reason, first check the product description of the part is correct, such as the size of the store the description of the product is 5 cm * 5 cm, but the product is much bigger than the actual size, or the description of the product in the color is brown, but the actual color is black.
This kind of error is not unheard of. Most of these errors are caused by errors in the product description or the wrong data from your supplier. Either way, check carefully. In this case, if you are Dropshipping, you can tell your supplier about the situation and re-mail it or get a refund.
2. The product does not fit or the wrong size is ordered
The return of the reason for the most likely to occur in the jewelry or clothes, because at the time of purchase can't try it, but generally like this kind of situation, if you do Dropshipping, the big probability is your supplier cannot accept the return of the reason, return the freight also need customers to pay, of course, there are some businesses also provides free return service, In Aliexpress, for example, it is indicated below the price of the product whether the merchant supports "Free Shipping". You can also select "Free Shipping" in the upper right corner to screen the suppliers who support this service.
Faced with the refund, in this case, we still need to consider whether the value of the product is worth returning and whether the refund problem can be solved if we send it to customer service.
Clothing is likely to be the product category with the highest refund rate, which can reach 40%. Therefore, before this, make sure that your store has a very detailed size table, and give customers correct guidance to help them choose the right size, which can reduce the refund rate of customers to some extent. From the perspective of customers, they are also very eager to choose products that are suitable for their size.
A bit of personal advice, if you are new to Dropshipping or don't have much experience with Dropshipping, it is not recommended to sell products in too many sizes!
3. The product is damaged or defective
This could be the cause of the logistics or the product itself flaw, then can take photos or video to your customers, you can recognize this situation to your supplier, the supplier will arrange a timely replacement or a refund, but this time you need most is to apologize to your client and inform your customer to wait.
4. The product does not arrive on time or is lost in transit
Because of aging, the customer may be waiting for 2-3 weeks, but they have not received the product, the latest logistics update time is a month ago, in the face of such a situation, one kind is really slow, logistics is a kind of package is really lost, it is to use Aliexpress speed sell tong, can open a dispute to refund in the background, But this is only a stopgap measure when better logistics or overseas suppliers such as Spocket can be chosen
In many cases, replacement mail or a refund can solve the problem, but it is still not enough.
A better way to handle a refund
Coupon Code: Giving your customers Coupon codes is a great way to get them to shop again.
Store points: If you set this mode, you can give away extra points, and when the number of points reaches a certain amount, you can redeem the product.
Free products: additional small gifts can be sent at the same time, which costs a small amount of money but can help us keep customers.
The only purpose of the above method is to hope that customers will buy again!
Templates for frequently asked questions
Here are some common responses that you might find helpful.
1. The size is not suitable, please reply by mail
Hello“First name of the customer”,
I’m so sorry to hear that your bracelet was not the same as we described it in our description.
What I can do for you is send you the correct bracelet, free of charge. You won’t have to send back the bracelet you got from us now!
Let me know if that would be alright for you.
2.The package has not been received or the logistics information has been inquired
3.Hello “First name of the customer”,
I tracked your package for you at:
(link to tracking information of the order)
(write something about the latest tracking information update)
As you can see your order arrived in the UK already and is currently being processed in a distribution center close to you.
(now you can write something about your estimate when the package comes)
We expect that your package will arrive before the end of this week.
Please let us know if your package didn't arrive at that time. We will do our best to solve this for you then.