What Do You Do When a Customer Asks for a Refund?
ISETech Blog

What Do You Do When a Customer Asks for a Refund?

Every online shopping portal needs to be prepared to handle refunds. It is not possible that everyone will be satisfied with your products and services, so there should be a contingency plan if someone asks for their money back. Preparing for the worst-case scenarios helps in the long-run, and you won’t be struggling to deal with the process.

  1. Ask them the Reason

When a customer contacts your company for a refund, make sure you have a customer service representative talk to them. Often they might be returning due to false expectations, in which case you are not liable. However, if you want to entertain requests for a refund where the customer changes their mind about the purchase, decide ahead of time.

The refund procedure is complicated because there are banking institutions and payment gateways involved, so it is better to determine the request’s validity before proceeding.

2. Pick a Refund Route

There is more than one way to provide a refund, and you should find one that works for you. You can return the spent amount in cash or offer them a gift card/exchange. Work with your eCommerce development UK team to incorporate the refund method into the website. 

If you choose to charge the amount back to their account, it could lead to losing a lot of money and goods in the process. It also affects your reputation with the bank, so we suggest that you resolve the dispute in another way. Offering an exchange or gift card will ensure that the customer returns to your store and often leads to no hard feelings between the seller and the buyer. It builds customer loyalty and is the most profitable refund route.

Even though surveys show that customers prefer cash reimbursement, sellers need better ways to maintain their financial score and standing with the bank. They can go out of their way to appease the customer by offering a higher value gift or providing free services. It all depends on their internal policies.

  1. Factor the Time In

Some reimbursement methods take longer to process than others. When you are using eCommerce development UK to add the payment option, look at their refund processing time. Customers do not want to wait longer than necessary to get their money back. The best way to satisfy customers is to provide a solution that is fast and has a positive influence on the customer.

You can configure the refund process into your eCommerce web design by asking the developers before commencing the project. There are automated systems that can determine the validity of the request and initiate reimbursement procedures. You can also provide the customer the option to choose how they want their refund. It gives them more freedom and creates a better impression on them.