Return Policy Checklist

When to use this checklist

Use this checklist if your return rate is above 5%, if WISMO/refund tickets dominate your support queue, or if you have not reviewed your return policy in the last six months.

Common return policy problems

• Policy is buried in the footer with no link in order confirmation emailshigh
• Timeframe is too short (under 14 days), increasing dispute and chargeback riskhigh
• No exchange incentive — every return becomes a full refundhigh
• Return process is manual (customer emails for label), creating support volumehigh
• Return reasons are not captured, so root causes cannot be addressedmedium
• Restocking/condition criteria are vague, leading to inconsistent handlingmedium
• No differentiation between sale and full-price itemslow

Return policy checklist

• Policy is clearly linked in order confirmation, shipping confirmation, and your website footerhigh
• Policy states a clear window (e.g. 30 days from delivery)high
• Exchange incentive is offered (e.g. bonus credit or free exchange vs. paid return)high
• Customers can initiate returns self-serve without emailing supporthigh
• Return reasons are captured at the start of the return flowmedium
• Item condition criteria are stated clearly (unworn, original packaging, etc.)medium
• Restocking fee policy (if any) is disclosed upfrontmedium
• Returns data is reviewed at least quarterly to identify product or sizing issuesmedium
• BFCM/sale period return policy deviations are communicated before purchaselow

Questions to ask

• 1What percentage of returns could have been exchanges if the incentive existed?
• 2What are the top three return reasons in the last 90 days?
• 3How many returns-related tickets did support handle last month?
• 4What is the average time from return request to refund issued?
• 5Are there product categories with significantly higher return rates?