|
Don't worry, getting items returned happens to everyone
eventually. You can't satisfy all of the people all of the time,
and occasionally someone's going to want to send something back
to you. Turning returns into profits isn't easy - but with a
little determination, you can manage it.
Don't refund shipping charges: If followed our advice and you're
now making a decent profit on your shipping charges by using
cheaper materials, then you might still be able to come out
ahead with returns. Just refund the charge of the items but not
the shipping. I know sellers who make $1 profit on the sale and
$2 profit on the shipping. If they get a returned item then they
don't really mind: they still get to keep two-thirds of their
profit.
Charge a restocking fee: You're perfectly within your rights to
charge a restocking fee, and that's nothing but profit for you.
Bear in mind that this will get customers very annoyed, however.
Resell with a better description: Now that you know if there's
something wrong with the item, you can write a more honest
description. Surprisingly enough, items can sometimes sell for
more the second time around, simply because word has had time to
spread that you were selling the item and there might be a few
people looking out for another.
Take their packing materials: Inexperienced buyers will send
back your items using all sorts of expensive luxury packing
materials - take them and re-use them the next time you want to
give a buyer an extra special service. Incidentally, this also
applies when you buy things on eBay - you'll find that you can
save a lot on packing when you re-use every piece of packaging
that comes your way. Make sure to take off any labels first,
though.
You know what they want: Remember that every buyer who buys
something from you and then returns it was at least interested
in it. They're a potential sales lead, and you should add them
to your mailing list to follow up later - if you were nice to
them when they returned the item, they might be willing to give
you another chance.
Replace with a better model: Finally, if the buyer is returning
the item for a replacement, then tell them that the only
replacement you have in stock at the moment is a slightly more
expensive model - but you'll send it to them if they pay the
extra. Again, more profit for you.
Of course, it's up to you whether you want to use these
techniques: you might think it's more valuable to refund the
shipping on returns as a gesture of goodwill, as part of your
perfect customer service. I would tend to agree with you: your
reputation is invaluable. If what you're interested in is making
as much profit as possible in the short term, then go right
ahead - but remember that in the long-term you might be
sacrificing some repeat business for the sake of a few dollars.
In the next email, we'll look at the myths and magic of
drop-shipping vendors, and what they can do for you.
About the author:
Kirsten Hawkins is an Ebay and internet auction enthusiast from
Nashville, TN. Visit http://www.auctionseller411.com/ for more
great tips on how to make the most from Ebay and other online
auctions.
|
