It’s no secret that the eCommerce industry is plagued with returns far and beyond brick-and-mortar retailers. But when you add in the difficulty of involving returns to the actual supplier, things can get a lot trickier.
In order to properly manage drop shipping, your return policy must be anticipated. This is not something you can figure out on the fly because you’ll only frustrate your customers and suppliers. Having a plan in place to guide you, your supplier, and your customer through a smooth drop shipping return is essential to running a successful eCommerce website. That means understanding what your customers desire, what rules your supplier has in place, and where you and your actions fit in.
MOST NEWSLETTERS SUCK, OURS DOESN’T
Join us for the latest in Digital Media Marketing
Here’s our quick guide to drop shipping returns and best practices.
Managing Expectations & Limitations
Drop shipping, for those who don’t know, is the act of a supplier delivering your product directly to the consumer. That’s super convenient, especially for larger items like furniture. In many cases, drop shipping is ideal because you do not have to keep inventory or stock yourself. Instead of dealing with the hassle of acquiring inventory, you just allow the supplier to send the product directly to the buyer after an order takes place on your eCommerce site.
That being said, drop shipping does have its limitations. One major concession eCommerce sellers make is that they have little control of the shipping process. So, if you sell furniture online and work with a drop shipper, you won’t be able to inspect the quality of your merchandise or be able to spot nicked wood or mis-colored products. These issues are common reasons buyers request returns in the first place.
For eCommerce sites that utilize drop shipping, any returns that occur involving that type of product will already have a return policy attached to it, even before you think about creating one. That’s because every supplier has their own return policy that they operate with, and if you are selling their product and they are shipping it to the consumer, you as an electronic storefront owner or operator must abide to their policy.
That means if a customer is upset with the policy they have in place, they may complain to you under the assumption you created the policy. Sometimes, no matter how many times you reiterate that you have to operate under the supplier’s rules, customers can still get upset if they do not find the policy to be helpful.
There are plenty of ways to prepare for that possible conflict. The primary way to practice good drop shipping return customer service is to explicitly note in receipts and other notices that return policies are subject to the supplier. Of course, it helps to explain what this is so that a customer wishing to make a return has a solid understanding of how the return will play out.
This helps the customer, but what about your knowledge of drop shipping return policies for your suppliers?
That responsibility is on you just as much as it is the supplier and the customer. Keeping track of each supplier you work with and their unique policies on shipping, returns, and exchanges save you the stress of being in the dark when a drop shipping return is requested.
Many keep a document with notes on each individual supplier’s drop shipping policies handy that are written in plain speak so that they can clearly make distinctions between different suppliers. Knowing the policies well and having a good grasp on the steps required to complete a return saves everyone involved unnecessary stress and time wasted scrambling to figure things out.
To save time and stress, understanding the return policies of your suppliers and how they contrast and compare to yours can assist you in getting customer’s desires handled faster. A return does not have to be a negative experience, but it can turn that way if your response is delayed or disorganized. Taking the time to study up on your supplier’s drop shipping return policies now saves you stress in the future.
eCommerce thrives on smooth transactions, and whether if it is a sale or a return, your customers will be more likely to shop again if you have a handle on operations.