Tip of the week: Make returns and refunds simple and fair

A clear, fair return policy makes customers more confident to buy, particularly online. Most customers do not abuse it, and trust is worth more than the occasional loss.

Decide your rules in advance and keep them short:

• What can be returned, and within how many days
• The condition items must be in
• Whether you refund, exchange or give credit
• What is not returnable, such as food or custom-made items

Write the policy on your receipts or display it near the counter, and share it with online buyers before they pay.

When a customer returns something, be courteous and quick. Check the item, decide and explain. Treat genuine faults as your responsibility, not the customer's.

If unsure about your obligations, check consumer rules with the relevant authority rather than guessing.

A clothes seller in Zanzibar who allows a size exchange within a few days will sell more online than one who refuses all returns.

This week: write a three-line return policy and display it.