Buyer friendly policies

[Former_Member]

Like everyone else, I want happy customers that are comfortable enough with my policies that want to return again and again. I struggle to make clear policies that set an inviting expectation. I want them to know if there is a problem I can and will happily resolve it. I know I can never make everyone happy but how do I write policies that can both protect my business and the customer? I read threads in the forum about problems that arise with orders (like item not as described, item not received, shipping problems or the customer just doesn't like the item). How do I approach these issues in my policies without a mile of policies or turning the buyer off?

[EchidnaArtandCards]

Having clear policies right from the start would help avoid potential problems.

Be open - let customers know that they can contact you for questions they may have about your products and that you are there to help.

Item not described - have clear photos in all 5 slots showing different angles of the item; include measurements in imperial and metric in descriptions, etc.

Shipping problems - make sure estimated shipping and delivery times are reasonable and realistic, based on your local postal service guidelines

If items are damaged - Do emphasize customer satisfaction being a priority; have a clear policy about either customer sending damaged item back for replacement, or sending photos of damaged item before you post a replacement. State who's responsible for postage.

I personally have in my policy stating there is no refunds for change of mind.

Hope this helps.

[michellemach]

Your policies will likely evolve as you continue on. It's impossible to anticipate every possible situation! Things like lost packages are normally the exception, not the rule. Most transactions will be smooth and trouble-free ... at least that has been my experience!

[Former_Member]

Thank you both, I am going to sit down and work on clarifying my policies for myself and the buyer. You have have given me several points to consider while I rewrite my policies.