3 Tips for Managing Post-Christmas Returns

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.

From returns season to the next Christmas, Zeller is here to help your business all year round. Speak to our expert sales team about how our cutting-edge payments and financial solutions can help your business achieve its goals this new year and beyond.