How Do You Manage Customer Returns?

[PamperedK]

For those of you that handle returns for your customers, how do you keep track? I have tried a few different "systems" but I'm having a hard time keeping track! I seem to get return requests via email, phone, at shows, through facebook, in person, text, etc....and I need an easy way to keep track of everything so I can follow up and make sure everyone's happy.

Any suggestions?

 

[ChefPeg]

a microsoft excel document?

 

[pcsharon1]

I have a tiny 5"X7" spiral bound notebook. I write the date I heard from the customer, the customers name, address and phone number, the issue - and then the date I called home office and the reference number they gave me. I then write down the date I contact the customer again. I do not mail things back for them - they have to do that themselves. I follow up with them in about two weeks to make sure it has gotten done. Then I just put a great big checkmark on the entire entry to know it is completed. A little old fashioned but it gets the job done and I don't have a ton of customers having problems with their stuff -even considering I try to help anyone who comes to me whether they purchased the product from me or not. I do 2-4 shows a month and at least two vendor fairs a year and the notebook I am using, I have been using since Jan 2009 and I have only filled six pages front and back - that's about four entries on each side. Not a lot. We have great products!

 

[Bren706]

Unfortunately, I really don't have a "system", but I do save the emails from HO once I have submitted the product adjustment. I do try to make note of it under the contact notes in PP3. I just had a thought. What if you create a group name "Returns" or Adjustments, and that way you could run a report anytime you need to follow up with those customers, or to find those customers easily.

 

[PamperedK]

Unfortunately, I really don't have a "system", but I do save the emails from HO once I have submitted the product adjustment. I do try to make note of it under the contact notes in PP3. I just had a thought. What if you create a group name "Returns" or Adjustments, and that way you could run a report anytime you need to follow up with those customers, or to find those customers easily.

That sounds like it would work...but I dont have PP3 since I'm in Canada. We still have the OLD PP!

I like the simplicity of a little notebook. I'll have to try that.

 

[lovenpc]

I have never uploaded a file so I hope this works. I use this tracking sheet to keep track and then just file the sheet once it is full. Hope this helps

 

[sandilou]

That sounds like it would work...but I dont have PP3 since I'm in Canada. We still have the OLD PP!

I like the simplicity of a little notebook. I'll have to try that.

Serious???? WOW!!! I wonder why!

Sandi