A Guide to the customer refunds and returns Journey

Refunds and returns customer journey guide

When customers need to return something, do you leave them feeling good about it? This guide talks through some common best practice for better returns communication. Help customers through the process of returns, and leave them with a positive feeling about your business.

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Asking for a refund and returning goods are just about the most powerful way that customers see how customer-centric you are. Refunds and returns change the way customers think about your business. They’re your chance to fulfil the explicit and implicit promises you make and turn a customer into a full-on advocate. This guide looks at some of the techniques and tips we’ve discovered working with clients.

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James Freeman-Gray

I'm co-founder here at Rubuss. I work across service design, customer experience, complaints and cultural change. I'm also an executive coach supporting leaders to take a human-centred approach to empowering their teams.