How to handle special orders and returns

To provide excellent customer service and protect your business, you need clear, written procedures for handling special orders and returns. A well-defined policy manages customer expectations, ensures your staff give consistent answers, and helps you comply with UK consumer law. This builds trust and encourages customers to shop with you confidently.

Handling Special Orders

Offering to order books you don't have in stock is a fantastic way to build loyalty and make a sale you would have otherwise missed. It shows you are willing to go the extra mile for your customers. A smooth process is key to making this work without creating an administrative headache.

Here’s a simple step-by-step process to follow:

1. Capture the Details: Take the customer's name and contact number or email address. Get as much information about the book as possible – the title and author are good, but the ISBN (International Standard Book Number) is the unique code that guarantees you’ll find the exact edition they want.
2. Check Availability and Price: While the customer is there, if possible, check the book’s availability and price with your main distributor or publisher.
3. Confirm with the Customer: Let them know the price and the estimated delivery time. It's wise to decide if you will require a full pre-payment or a small deposit for expensive or obscure books. This protects you if the customer never returns to collect their order.
4. Place the Order: Formally place the order through your supplier's system, making sure to link it to the customer's details.
5. Notify on Arrival: As soon as the book arrives, contact the customer to let them know it’s ready for collection.

Creating Your Returns Policy

A clear, fair, and visible returns policy is essential. It not only provides clarity for customers but also protects your business and ensures you meet your legal obligations under the Consumer Rights Act 2015, which gives customers the right to a refund for faulty goods.

Your policy should clearly state the following:

• The Time Limit: A specific period during which customers can return an item. 14 or 28 days is typical for non-faulty goods.
• The Required Condition: The item must be in a perfect, unread, and saleable condition. You cannot resell a book that has a creased spine or scuffed cover.
• Proof of Purchase: State that the original receipt is required for all returns or exchanges.
• The Outcome: Specify whether you will offer a full refund to the original payment method, an exchange for another item, or a credit note.
• Any Exceptions: Be clear about items that cannot be returned, such as gift cards or, often, special orders that you have bought in specifically for that customer.

Top Tip: Display your returns policy clearly at the till and include it on your website. Make sure all staff are trained on both your special order and returns procedures so they can handle customer queries with confidence and consistency.