Returns happen more than many new sellers expect. According to the National Retail Foundation, in 2021 shoppers returned over 20% of products ordered, worth a total of $761 billion. When operating your Market store, your customer will normally expect to be able to return an item if it broken or damaged, or otherwise unsatisfactory. If you’re unsure of how to approach discrepancies like these, then here are a few ways to remedy handling customer returns.

For consistency and efficiency, it makes sense to establish a return policy for handling such requests. This should be shared with your customers so that there are no surprises. Your policy should at least cover things like when returns are and are not accepted, which returns can be restocked and which cannot, and when a refund is to be issued versus a replacement item or a store credit.

In addition to sellers abiding by their own policies and accountability, it is necessary for customers to understand that they have responsibilities as well when it comes to the seller receiving the product in mint and new condition. Thus, it is important to note to customers that return packaging should ensure that the product will not be damaged in transit. “Customers should carefully pack their product in an appropriate box, and use plenty of padding to protect it from damage.”

One of the primary considerations when creating a return policy is to place an emphasis on customer convenience. Make returns a simple process for your customers, and they will be more likely to become repeat customers. Also, the policy should be transparent and avoid any surprises. One way to do this is to create and manage expectations with a FAQ or Help page that clearly outlines your return and refund policies. Finally, always make it as easy as possible for customers to request cancellations or returns.