How To Deal With People Who Have Bought Something Online - Retail Store

How to stay positive when customers come in your store with a product they bought online

Customers return products for a variety of reasons, and one of the most common ones is that they do not like the product. The customer might have bought it online and realised that it was not what they expected or they might have bought it from your store but realised that it didn’t fit well or was not what they wanted. Some customers might also be returning the product because it is defective or because it does not work as advertised.

In addition, people can also come into the store for service with a product they bought online. For example, a product, like a watch, can sometimes be offered cheaper online. People then want to have the battery replaced or the watch strap shortened in the physical store. How do you deal with this?

If someone has bought something from you, with which he is not satisfied, you can choose to refund the purchase amount. One way to increase the likelihood of your customers returning to you is by offering a refund on the purchase price. A guaranteed return policy can be a great way for customers to feel assured about making a purchase. When you give your customers the option to buy something with a return guarantee, this shows that you care about giving the customer a positive experience in order to build their trust. This can help establish your brand as an expert or trustworthy resource for purchasing items. 

It can be embarrassing and painful if someone bought something elsewhere and then comes to you for service. You offer this to your own customers as a free service. Some shop owners are then inclined to say that the customer should find out for himself! This is a missed opportunity to win back a customer. So in this case you can choose to also offer this service for free. People then get a good feeling about your store and are more inclined to make their next purchase from you. Still, in this case, the next tip might be more interesting.

Let's say people come into the store with a product they didn't buy from you. Then it is interesting to offer the service at the usual rate. Tell them that you do this for free, for example, for people who have bought the product in the store. Then offer people a voucher for the amount. In this way you immediately cover the costs of the service provided, but you still give the customer the option to get the service 'free'.

This way, you will get some money back from them while still giving them an incentive to come back in the future. The next time a customer is looking for a product that you also sell, they will be more inclined to visit your store. After all, they have another gift card to redeem. This extra discount can then be an incentive to buy from your store.



If you are in a retail store and a customer returns an item they purchased, the customer service person’s job is to make sure that the customer leaves satisfied. If you are running a retail store online, how do you make sure that customers are satisfied when they return products?

The first step is to find out why the customer is returning the product. If it was not what they expected, then make sure that your product descriptions and pictures accurately represent what the customer will receive. If it is for an exchange or refund, try to be as flexible as possible and find out if there is anything you can do to help them out.

Also, returning products for a refund can have a significant impact on the bottom line of a retail store. So already include these costs in the selling price. Furthermore, it is important to ensure that returning products is as easy as possible so that customers are more likely to do so when they want to return an item.



Customer service has always been a pivotal part of the retail industry. With the rise of online shopping, customer service has become even more important. A company's customer service department is often the only way to interact with customers. The importance of customer service in an era of online shopping cannot be overstated. Customer service is what differentiates a good company from a bad one, and it's what will ultimately keep them afloat in this new world.