And if you want to reduce ecommerce returns, during BFCM or any other time, check out our full article on the topic. (Spoiler alert: the more information you give upfront, the less likely people are to return the items later on.)
Similar to the shipping policy locations, you want to get your returns and exchanges policy (or at least a link to the full policy) in all the main places to avoid unnecessary tickets:
During your checkout flow
In your confirmation emails
On your FAQ page and help center
In any relevant Macro templates
Possibly even on your product pages, especially during BFCM
Policy for lost packages during Black Friday-Cyber Monday
Lost or damaged packages are common during BFCM. Here are some common reasons this happens:
Reasons for lost ecommerce packages.
Source: Gorgias
Make sure you’re clear with greece telegram screening your team and customers upfront if you are willing to cover damages (either with refunds or credits). This type of policy also needs to cover:
Any limits in coverage
How customers should inform you of issues (and what it required, like pictures)
How long a package needs to be stuck before it’s considered lost
The steps agents should take to troubleshoot the missing package
Available Macros the team can use in these cases
This will help your agents handle the process quickly and consistently, and give your customers the peace of mind that accidents won’t put them out.