The Returns Cheat Sheet
January returns don't have to mean lost revenue. When handled right, 92% of customers will buy again and spend more the second time. This playbook gives you the clienteling scripts, returns checklists, and step-by-step strategies to make it happen.
Stop Losing Customers at the Return Counter
Most retailers treat returns as damage control. Process it fast, move on. But here's what they miss: every return is a customer actively engaging with your brand and deciding whether to come back.
This playbook shows you exactly how to turn returns into repeat purchases with message templates, in-store scripts, and customer handling strategies that actually work.
What You'll Learn
- The 5 fundamentals every returns policy needs
- Message templates to catch returns before they happen
- A step-by-step script for handling in-store returns
- The 5 types of returns and how to turn each into an opportunity
- The mindset shift that turns returns into opportunities
- Follow-up messages that convert returns into purchases
Ready to Turn January Returns into Revenue?
Download the playbook and get immediate access to proven scripts, checklists, and strategies you can use today.
FAQs
How can clienteling help reduce returns?
How can clienteling help reduce returns?
Clienteling catches issues before they become returns. When your team proactively checks in 1-2 weeks after purchase, they can address fit or style concerns early and offer exchanges before the customer has mentally committed to returning. Personal outreach also helps customers buy with more confidence in the first place, which means fewer "I'm not sure about this" purchases that lead to returns.
How do I prevent returns without hurting customer trust?
How do I prevent returns without hurting customer trust?
Preventing returns isn't about restricting your policy. Instead, it's about improving the buying experience with clienteling. Use clienteling to offer virtual appointments, send personalized sizing advice, and provide detailed product information before purchase. Customers who feel guided and supported buy the right thing the first time, which naturally reduces returns while building loyalty.
What's the best way to handle a gift return?
What's the best way to handle a gift return?
Gift returns are customer acquisition opportunities. The person returning didn't choose your brand, but the gifter thought it would resonate with them. Treat it as an introduction: welcome them warmly, ask about their style, and help them find an exchange they'll love. Always capture their contact info so you can continue the relationship after they leave.
How can I turn returns into repeat purchases?
How can I turn returns into repeat purchases?
The key is treating returns like relationship moments, not transactions. Follow up proactively after someone returns—ask about their preferences, send personalized recommendations, and invite them back in-store or to book an appointment.
How does Endear help with returns management?
How does Endear help with returns management?
Endear helps you execute returns strategies at scale. Pull lists of customers who've returned recently, send personalized follow-up messages across SMS and email, and track which outreach drives actual sales. Instead of manually managing spreadsheets and timing messages, Endear handles the data so your team can focus on the conversations that matter.