A common question I get when setting up small business e-commerce websites for my clients is… How do we handle returns? Do we need to write an online return policy for them? The answer is yes.

Before we get into writing the e-commerce return policy, I want to make sure that we’re focused on the right thing. If you are seeing a high level of returns, there are other issues at play and you’re going to want to address those first. The best way to address these issues and understand what is really going on, you need to ask your customers why they are returning product. Generally speaking, consumers will be forthright with their reasons and you’ll have good data behind the “Why” of the return.

One of the common reasons for returns are bad or misleading product descriptions which result in expectations that are not met. So, make sure that all of your content is up to date and relevant to the pictures and products that it is representing.

How to write an e-Commerce return policy

1. Speak the Customers Language
   Think of the K.I.S.S rule here (Keep It Simple, Stupid). Dont try to use a bunch of technobabble or legalese here. Spell out your terms very crisply and clearly. This way, people will get it. Having a clearly written, easy to understand policy will reduce confusion and make the process easy for everyone.
2. Timeframe for Products to be Returned
   It is very important that you clearly state how long a customer has to return a product to receive credit or a refund. If you don’t clearly disclose this, you could be getting people attempting returns months after their purchases. Generally, 15- 30 days is standard. If it’s a custom product or special order, be very clear that these may not be returnable.
3. Expected Condition of Returns
   You’d think that it would be generally understood that a product being returned be in brand new / un-used condition… But assumption will only get you in trouble here. Be sure to note that you expect products to be returned in a certain condition or that they may be subject to additional restocking fees, or not be accepted at all.
4. Refunds or In-Store / Website Credits
   Will your customers be getting their money back? How will they be getting it back? While we suggest giving full refund, we also understand that many stores only give in-store / web site credit. Whichever your choice, be clear about it so that you avoid any chargebacks.
   
5. Disclose Any Fees or Charges
   If you’re not clear about what fees apply for returns, such as “Customer is responsible for return Shipping”… you’ll end up eating the cost of something in the end. Make it very clear that a customer is responsible for restocking fees, return shipping charges, etc. If you don’t, this will cost you dearly. You’ve been warned.
6. Return Requirements
   List all of your requirements clearly. For instance, do you require that returns come back in original packaging? Unopened? Is there a specific address that they need to return packages to? Do they need a Return Authorization Number? Do they need to Include a copy of their receipt? Make sure to get all of your requirements listed so that it’s an easy process for you and the customer.
7. Post your Policy and Clearly Link to It
   Once you’re happy that your e-Commerce Return Policy is complete, be sure to post it conspicuously. Promote a link to it from your product pages, home pages, and the footer of your website. Also, it’s never a bad idea to send a copy of your return policy with every shipment.

After you’ve addressed these 7 points, you can rest assured that you’re on the same page as your customers.

Hopefully this has been helpful. If you need a hand, don’t hesitate to reach out to Adrenaline Commerce for Help

Wordpress is probably the most logical platform to build a small business website on. It’s highly customizable and easy to use for just about everyone. But, out of the box… it needs some tweaking before an installation is just right. We’ve listed our top ten wordpress plugins for small business below.

Top Ten WordPress Plugins for Small Business Websites

1. Yoast WordPress SEO, “Wordpress SEO”:
   Manage page titles and meta data, create and manage XML Sitemaps, manage additional Permalink Settings, Etc. This plugin is great for a beginner or professional
   Plugin Site
2. SEO Rank Reporter:
   This is a nice, useful tool that works as a compliment to Google Analytics and Webmaster Tools. It tells you where your site ranks relative to inbound search terms.
   Plugin Site
3. Social
   Broadcast newly published posts and pull in discussions using integrations with Twitter and Facebook. Integrates with, and built by Mailchimp.
   Plugin Site
4. Wufoo Shortcode Plugin
   Enables shortcode to embed Wufoo forms. Wufoo is an extremely convenient forms service and this plugin makes it even easier to integrate them into your site.
   Plugin Site
5. Simple Google Map
   This plugin will embed a google map using shortcode or as a widget.
   Plugin Site
6. Simple 301 Redirects
   Replacing an old site? Create a list of URLs that you would like to 301 redirect to another page or site and save some SEO mojo. This plugin is super simple to use.
   Plugin Site
7. Quick Cache
   It does what it says!.. Dramatically improves the performance & speed of your site! Also compatible with WordPress® Multisite/Networking.
   Plugin Site
8. Hide Login
   This plugin allows you to create custom URLs for user’s login, logout and admin’s login page.
   Plugin Site
9. Jetpack
   Jetpack enables you to connect your blog to a WordPress.com account to use the powerful features normally only available to WordPress.com users. You’ll get the most use from the
   Plugin Site
10. Akismet
    This plugin comes with every WordPress installation. It’s the de-facto tool for killing comment and trackback spam.
    Plugin Site

A common question that I hear more and more, “Does My Business Need A Facebook Profile or Page”?

Yeah, sure it does. Or, Maybe it doesn’t. (Bet ya didn’t see that one coming)

Most social media “gurus” are going to wax ecstatic about how you’ve got to be on Facebook and Twitter and this, and that, and yada, yada, yada. I’m more of a realist myself, and sure, I too will tell you that it’s a good idea to have a Facebook Page, but do you really need it?

The reality at the end of the day is, will you or someone you trust in your business have the time to manage and update your page at least once a day? More importantly, will you be able to update the content regularly enough to keep it relevant and accurate? If you wont be updating it, assuming you’re the owner or manager, who will… and can you trust them to do it right.

If you dont have the time, energy, and resources to keep up on your Facebook Page or at the very least monitor it… You will be best served in one of two areas, (warning – cheap plug in 3..2..1) have a social media expert like Adrenaline Commerce manage your page for you, or hold off on creating one until you’ve got time to ensure that it is kept up.

If you do have the time, energy, and resources… There are a few things that you want to do to ensure that you get the most out of it.

1. Set an expectation as to what your customers will be able to access regularly by visiting your page
2. Be consistent and post when you say you’re going to post
3. Be creative, posting the same thing over and over will bore your audience to death
4. If you’re having a hard time, consult an expert (hint, hint