Inform your customers about the return conditions

Particularly in the e-commerce sector, the product offered may not satisfy your customers. What approach do you recommend to assist your clients in this case?

With the COVID-19 crisis, it is inevitable that the conditions for return will be affected. Indeed, several post offices where delivery people could close their activity. Or alternatively the delivery time could be different. To avoid frustrating your customers, you should clarify your new return conditions in the event of dissatisfaction. Several companies, for example, inform their customers that the return is no longer accepted. Depending on your business the measurements may be different. In today’s article, we’ll take a look at how to better inform customers about return conditions. We will also assess the conditions available to you.

Factors to take into account when writing your return conditions.

In most cases, transparency in online commerce is paramount. Many customers would like to have the confidence of being reimbursed if the product is not satisfactory. Below are some factors you should take into consideration to better inform your customers about the return conditions:

Your type of products

The return can be influenced by the type of products. You can, for example, easily turn over a piece of furniture compared to a piece of clothing. With the COVID-19 crisis where public health is an issue, no one would want to take back a product worn by a customer. This is because the customer could infect the garment. If your product can be easily infected with Coronavirus, it would be best to let customers know.

The cost of the product

With the spread of the pandemic, it is possible that some delivery people will increase their costs. To this end, you must take this into account to know how to better prepare your return conditions. Therefore, learning about the new terms can help you plan better. On the other hand, if the products you are offering have different costs, you can, for example, specify the minimum amount to expect delivery.

The region most affected by the virus

Some regions unfortunately have more cases of contamination than others. In Quebec, the city of Montreal has, for example, more cases than other cities. Having said that, if you have to take that into consideration. To limit community contamination, the government has for a limited period of travel between regions. During these periods, deliveries between regions were a problem. For this purpose, you must stay informed and pass on information to your customers.

Government rules

Based on the evolution of virus transmission, governments constantly publish measures that have an impact on businesses. Indeed, in order to reassure the health of the populations, you must respect the rules of your region. These rules may consist of limiting your activities, respecting distancing measures. As a business owner, you need to take this into consideration.

How to inform your customers of the new return rules?

There are several ways that you can let your customers know as quickly as possible. We recommend that you make the information visible enough to avoid frustration. Here are some ideas that can help you better inform your customers. You can use one or more of these ideas

A banner on the home page

The banner can be a great way to educate your customers. Indeed, several customers arrive on the sites via the home page. So, if you have important information about your activities, the home page can help in this regard.

Update your Terms and Conditions page

Many people have a good habit of visiting your Terms and Conditions page to see if your terms are what they want. Taking the trouble to update this page can make all the difference.

Your Google My Business page

Google My Business is a great way to increase the visibility of your business locally. Via your account, Google gives you the possibility to publish ads that appear on the search results. So you can use that to educate your customers.

Social media

If you are present on social media, you can use it to better inform your customers about the return conditions.

Online order forms

You can, for example, add a link or text on the order submission page to inform your customers. An alternative will be to ask customers to click to validate that they agree to your terms and conditions. In addition to that, adding a link to redirect them to the terms and conditions will be a plus.


The conditions of return in case of dissatisfaction increase your credibility in online sales. Not taking it into account especially during this period can have medium or long term consequences. You could, for example, lose your customers who are not satisfied with your products. Today’s article is intended to draw your attention to the matter.

If you have any comments or questions, you can leave us a message via our contact form.



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