#marketing-paid
Thread
For those of you that offer subscriptions, what types of policies do you have for situations like:
• When merchandise isn't deliverable and gets returned to sender
• When customers make mistakes inputting their address and then complain
The approach depends on the situation. For instance, if a customer mistakenly inputs their address, what we usually did (when I worked at everydaydose) was to ask them politely to cover the shipping costs. This is applicable in cases where we offered free shipping, if you don’t give free shipping ask them to pay again. We also included reassuring language, such as ’To make things right, we are offering you the opportunity to pay only for the shipping costs. Makes them feel like they’re in the wrong and are more open to pay.
If merchandise isn’t delivered do the same and ask them to change the address to somewhere it can be delivered (P.O Box or something)
At the end of the day we did lose a lot of money by doing this but “Customer Experience” I guess.
Just my 2 🪙