Page 15 - Peak Period Planning Document-ENGLISH - 2020_Neat

PEAK PERIOD - RETURNS - MAKING IT RIGHT PRODUCTIVITY

Sometimes a return presents us with the opportunity to introduce our
Brand to an entirely new customer who received the item as a gift, but in
the wrong size or color, and is now visiting our store for the first time! WE WANT TO WORK

HARD TO ENSURE
“Sorry, Company Policy says…” - These are four words that we want
to move away from. In our experience this starts a conversation on a CUSTOMERS HAVE A
negative tone and we want to “make it right”. Trying to return an item SEAMLESS EXPERIENCE
on the 33 day? An item worn twice has come unsewn at the hem?
rd
Bought 3 sizes online because you weren’t sure which would fit? Need to WHICHEVER CHANNEL
swap colours but can’t find your receipt? Yes we have policies for these
situations, but we also trust our teams to take reasonable steps to make it THEY CHOOSE TO SHOP,
right for them so that ultimately, they will stay loyal to our Brand. RETURN OR EXCHANGE

In order to satisfy your customer, YOU are EMPOWERED TO make REGARDLESS OF WHERE
exceptions and after offering an exchange or a Gift Card… THEIR PURCHASE

• Return items even if the price ticket was removed! ORIGINATES.
• Offer a price adjustment after 14 days if a customer is very upset!
• Provide a refund outside of our 30-day return policy (i.e. Day 33)!

PEAK PERIOD PLANNING | REVISED OCT 20 20 15