Strategies to Convert Returns Management From a Drain to a Profit Center

Survey customers to ensure satisfaction with your returns policies and practices. This is as simple as sending a postcard to your customers, Martinez said. Consider including the following questions:

• Was our return policy easy to find?
• Was it easy to understand?
• How was working with our shipping carrier?
• Did you receive your credit?

Evaluate your returns policy frequently. At a minimum of once a year, Martinez advised. And the more frequently you revise your policy based on analytics — e.g., reorders, future sales — the lower your return rates will be, he added.