Someday, if you’re successful with Teemill, a customer will reach out and get in touch with you with a problem. It might be something simple like a size change, or something dramatic like a damaged product or refund request.
It’s our job to take great care of it. That’s part of the deal with Teemill: Factored in to the pricing structure is the cost of handling returns, exchanges, calls and emails all day in a busy customer care team. We do this every day, and we’re quite good at it. Let us talk you through what you need to do to resolve customer issues.
But I want no problems, ever!
Firstly, stats. In the e-commerce fashion world, return rates of 20-40% are common. That means 20-40% of all product most companies send out comes back for some reason. Returns, exchanges, problems – it’s part of the game. The only way to get no issues, is not to play.
At Teemill our return rate is very low (in single-digits) largely due to the optimisation of our shops, size chart advice and photography.
The point is, zero returns, exchanges and issues is not possible: If you’re selling, you will encounter a return, exchange, refund etc: It will happen: It’s totally normal.
It might be a question from a customer about the product’s manufacturing provenance, the fit and feel, or it might be an expression of disappointment or a request for a refund or exchange.
Whatever the issue is, we’ll sort it the same working day.
Exchanges are free in the UK, refunds are part of our customer service policy, and we often go above and beyond to make sure your customers are happy.
Every problem or question is a great opportunity to build a customer for life: Our full-time customer care team understands, and we love resolving customer issues and getting amazing reactions out of them: Particularly on social media!
@Rapanuiclothing Have the best customer service. Products are great quality too! Can’t recommend them enough, amazing!
— Adam | AdzS ONLINE (@AdzS_ONLINE) March 9, 2016
This service costs you nothing – we’ll deal with all your customer issues the same day. So how do you make it happen? Simple…
Let us know immediately.
If you’ve got a customer who needs attention, let us know immediately. Our email@example.com account is a catch-all for any issue to do with customers. You can also call us on 01983 409790 to tell us about an issue too.
Or on twitter, tag us with @teemillstore