When customers return products, offer exchanges instead of refunds to keep money flowing. One CBD gummy brand includes a one-cent sample of their popular rainbow flavor in return shipments, encouraging customers to try other products and come back for more.
And with things like fragrance, return has to be part of your brand strategy because how do you test? I think food and beverage is a big one for that. What I've seen for a couple of our clients is, and Gabrielle said it, you always want to push to an exchange. If you can get an exchange rather than a full return, I think that's always going to be your kind of best outcome. You know, they are returning it. But one of our— we had a brand that was specifically a CBD gummy brand. Their most famous hero SKU was the rainbow, you know, rainbow gummies, and it's kind of like this roll. And so anytime a return would go out and it wasn't exchanged, they would throw in a free rainbow gum, which had to have been a cent for their cost. But because that customer now was able to try another SKU or another flavor, that would possibly be another unit that they're going to purchase in the future because it was a really well-known brand.
