Maintaining a good relationship with customers is essential for any business, regardless of its size. One of the essential elements for this is a policy of refund.
Customers must be satisfied to demonstrate loyalty to the sign. A few questions may arise when creating a refund policy. Please note the following recommendations.
6 tips to organize the refund policy
Check the legislation
meet the Consumer Protection Code, where the company’s obligations regarding reimbursement are set out. It is ideal to seek legal advice to know how to behave in all situations.
It is important to know when the money must be returned to the customer and which ones maximum running times Therefore. A refund is more beneficial than violating the Consumer Protection Act.
Plan the refund
If you already know the legislation and what your obligations are, analyze whether it is worth returning the money. Remember: have one good customer relationship is significant. This way it is easier to retain and attract new customers. It can be more interesting than refunding Strategy not to lose the customer.
Define the refund process
Another important step is the definition of the process and simulate situations. You need to be able to anticipate how this policy will work in practice. Define who decides on a refund, which channels you use to communicate with the customer, how you consider the payment options and what deadlines apply to the refund of the money.
Also consider the possibility change the product if the customer wants the refund. Try to come to an agreement that is better for the company but doesn’t harm the consumer.
Integrate the divisions
Make sure all parts of the company know the refund policy in detail. For this it is necessary integrate the sectors, including, for example, the finance, sales and communications departments. You can promote team training with the aim of fixing all stages of the process.
Have a clear customer policy
The more limited the refund policy, the more you owe notify beforehand to the consumer. This is an essential prevention because if the customer has problems purchasing products or services, they may feel disadvantaged if the refund is denied. By submitting the policy in advance, you can demonstrate that you have previously informed the customer about the policy company policy.
Keep track of the relationship with the customer asking for a refund. If you do, try to understand why you are not satisfied with the product or service you purchased. plan actions to keep the customer even after such a situation.