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Communicating your Shipping & Returns Policies

May 24, 2017 Published by

There are LOTS of moving parts under the hood of a well-oiled ecommerce operation. Try as you might, unpredictable situations are bound to occur. To help customers with common questions, have your shipping and returns policies outlined on your website. In most cases, an FAQ-style page allows you to clearly state your policies in a format that customers will understand.
    
When developing this content, your customer service staff should be able to provide frequently asked questions that are specific to your business. At minimum, you’ll want to address the following general areas:

Shipment lead time

Most online customers assume that their orders ship out the same or next day. If your average lead times don’t fall into that timeframe, you should explicitly state how long it takes an order to ship. Otherwise, you may see a higher number of calls from customers asking about their order status.  

Military addresses

Military destinations require customs forms for deliveries and restrict on the types of items they will accept. Plus, not all carriers deliver to military addresses. Clarify whether you ship to military addresses, which products are eligible for military delivery, the carrier used for military shipments, and any additional rules or restrictions.

Undeliverable orders

Packages can be returned as undeliverable if the address is wrong or incomplete, or if the recipient refuses to accept delivery. Make sure your customers understand that it takes time to process packages that are returned as undeliverable – which can impact how long it takes to re-ship or issue a refund.