In the world of online furniture sales, having a fair refund policy is of paramount importance. While this is true in the real world as well, the refund policy takes on a whole new importance when the transaction is online. People are buying things that they are unable to see or touch in real life, and problems are almost certain to arise. What many online furniture retailers do not understand is that fair refund policies actually extend well beyond simply allowing returns and exchanges up to a certain date.
The best online furniture companies understand that online furniture a fair refund policy also involves investing their time and energies into solving problems quickly and efficiently. This starts with having competent and available employees. Competent means that they are able to take complaints and turn them into opportunities to shine. Available means that your online furniture company has a direct line that is answered by live customer service agents. When you have these two things, your profits remain high and your customer experience remains high. Those two things are the best ways to ensure a solid and fair refund policy that works for both parties.
Obviously the best refund policies are the ones that are never even used. If you can solve a problem with some simple customer service, or some adjustments over the phone, then profits and customers are happy. That makes your refund policy very effective because it was not even used, and at the same time it is sending a happy customer out to tell everyone that you took great care of them. It is a win for both.
No matter how hard you might try to solve every problem over the phone, you will eventually be faced with a return policy being used. A good furniture company will not let a time constraint be a reason to stick people with furniture they either do not like or do not want. The potential damage of having an unhappy customer of this sort can be significant, so the best online furniture companies make the customer happy at all costs. This is something that can not be stated enough – one bad customer service experience is like twenty bad experiences really. They multiply and will talk about it.
Because this is the norm for online furniture companies, you have a real opportunity to stand out from the crowd. Make the decision to not allow a single customer to walk away unhappy, and you will find yourself with more than enough business to overcome the occasional loss due to your liberal policy. Refund policies are not meant to be a way to protect your profits. They are meant to make certain your customers get what they intended to get.