- Business Growth & Optimisation
3 Tips for Managing Post-Christmas Returns
It’s a new year, and the holiday season is already starting to feel like a fuzzy memory. But for many retailers, Christmas isn’t fully over just yet – because January and February mark the season for returns.
With many customers looking for exchanges, refunds, or adjustments to their festive purchases, the challenge is to turn returns into an opportunity to strengthen customer relationships and even boost your revenue. Here are three practical tips to help you manage post-Christmas returns seamlessly.
1. Make store credit that bit sweeter
Entice customers to opt for store credit instead of refunds by offering added perks. For example, consider providing a small bonus for store credit returns, such as an extra 10% on top of their credit total.
Not only does this retain the revenue within your business, it increases the likelihood of customers spending more as they’re now closer to either another item or swapping for something with a higher ticket price (and paying the difference). Highlight this option prominently in store and make sure your staff mention it to customers seeking a return.
2. Open up your return window
January is often a very busy month, with many people taking overseas and interstate trips or rushing around getting ready for the new school and work year. By offering an extended return window, you’ll create goodwill and reduce the pressure on your staff to handle returns all at once.
Communicate your flexible return policy clearly through your website, email and social media. It’s a good reason to stay fresh in customers’ minds and they’ll appreciate the gesture if they need to use it, helping to make for repeat business and a stronger brand reputation.
3. Use returns to upsell or cross-sell
Remember, every return is an opportunity. Remind your staff to approach returns as a chance to engage with customers to help them find what they need. If someone is returning an item, suggest alternatives, complementary products, or upgrades. For example, if a customer is returning a pair of jeans, offer a different size or colour before simply processing a refund and watching the dollars depart the store.
By implementing these strategies, you’ll increase your chances of turning returns into opportunities to drive additional sales and build stronger customer relationships.
Returns made simple with Zeller
With Zeller Terminal, process either full or partial refunds directly to your customer’s card with a tap. Plus, with one low rate of 1.4% for all cards, including American Express, and no monthly fees, you can do more for less.
