THE DEFINITIVE GUIDE TO:
Everything You Need to Know about Return Policies.
Why Ecommerce Return Policies Matter.
Online merchants know they can’t be successful without a return policy. But do you know how to optimize your returns policy to be more profitable?
How you structure a returns policy can provide tremendous value when it comes to your ecommerce business strategy and reducing returns. Profitable return policies can reduce refunds and exchanges while protecting a merchant’s bottom line.
Having a well-defined and effectively communicated policy also builds trust with shoppers. It ensures consistency in operations, sets clear expectations and positively impacts your brand.
As experts in returns, we built this guide on return policies to help merchants like you achieve meaningful results. Dive in and learn about best practices for writing a returns policy, the challenges associated with policies, the advantages of return policy automation, and how return policies can increase revenue, loyalty, and customer lifetime value.
The real cost of poor return policies:
- 90% of shoppers say that a convenient returns policy was important when deciding where to make a purchase.
- 70% of shoppers abandoned a purchase because they did not like the merchant’s returns policy.
- The NRF reports that $816 billion of merchandise was returned in 2022.
Read this guide to learn:
Types of Ecommerce Policies
Ecommerce policies encompass a wide range of terms and conditions important to the online shopping experience. Merchants need to clearly define and communicate these policies to provide transparency, clarity, and consistency to their customers.
Here are some of the key types of ecommerce policies:
A shipping policy outlines the shipping methods, costs, and timelines for delivering products to customers. Clearly defining shipping policies helps manage customer expectations and prevents misunderstandings on delays in delivery.
Warranty policies specify the warranty coverage and terms for products. This includes information on what is covered, the duration of the warranty, and any conditions or limitations. A well-defined warranty policy can provide peace of mind to customers and build trust in the quality and reliability of the products. Automating warranties in accordance with your warranty policy can provide additional value.
Return policies detail the process for returning products and the conditions under which returns are accepted. This includes information on how to initiate a return, timelines for returns, and any associated costs or restocking fees. An effective return policy can help customers feel confident in making a purchase, knowing that they have the option to return or exchange the product if it doesn’t meet their expectations.
Refund policies explain the options and procedures for obtaining refunds for returned products. This includes information on the methods of refund, timelines for refunds, and any conditions or fees associated with refunds. A clear Shopify refund policy can help manage customer expectations and ensure prompt and efficient refunds.
Merchants can also deter refunds and incentivize exchanges by offering Bonus Credits. The use of Bonus Credit should be highlighted in your Shopify Refund Policy.
Exchange policies clarify the options and conditions for exchanging products. This includes information on the types of products that can be exchanged, timelines for exchanges, and any associated costs or fees. An exchange policy can provide customers with flexibility and options in case they need to exchange a product for a different size, color, or style.
A security policy is a set of guidelines and procedures that outline the measures that an organization takes to protect its assets and information from unauthorized access, theft, and misuse. Ecommerce security policies are essential to ensure that customer information and transactions are safe and secure. Security policies should cover physical, technical, and administrative safeguards to protect against a wide range of threats, including hacking, malware, phishing, and other forms of cyber attacks.
Physical security policies should include measures to safeguard physical access to equipment and facilities that store sensitive information. This can include access controls such as key cards, security guards, and alarm systems to prevent unauthorized entry. Technical security policies should cover measures such as data encryption, firewalls, intrusion detection systems, and antivirus software to protect against cyber threats.
Terms and Conditions:
Terms and conditions are an essential policy for any ecommerce business as they outline the rules and guidelines for using the website and making purchases. A great company’s terms and conditions will outline all of the policies listed above. Being clear and concise with your terms and conditions can protect both your business and the customer and help to avoid misunderstandings or disputes.
The terms and conditions policy should contain details about payment options, including accepted payment methods, billing and shipping information, and any fees or taxes that may apply. It is also important to include information about account registration, such as creating an account, accessing account information, and updating account details. Additionally, it may be necessary to include guidelines for creating and managing passwords and personal information.
The policy should also outline any prohibited activities on the website, such as fraudulent or illegal behavior, spamming, hacking, or other activities that violate the law or the terms and conditions of the website. It is essential to make it clear what the consequences are for any prohibited activities, such as account suspension or termination, legal action, or financial penalties.
As listed above, a good terms and conditions policy should also include information about warranties, returns, and refunds. It is important for you to clearly outline the conditions under which products can be returned or refunded, including any time limits, the condition of the item, and whether there are any restocking fees or shipping costs involved.
A terms and conditions policy should be written in clear and easy-to-understand language, with a clear outline of the agreement between the customer and your business. It should be easily accessible on the website and readily available to customers before making a purchase.
Having well-defined and comprehensive policies in all of these areas not only helps merchants to manage customer expectations, but also provides a framework for consistent operations, resolves potential disputes, and reflects the brand image.
Now let’s dive into how to write a great return policy for your ecommerce store.
How to Write an Ecommerce Return Policy
A well-crafted return policy drives customer satisfaction, retention, and repeat purchases. When customers know that they have the option to return or exchange a product if it doesn’t meet their expectations, they are more likely to make a purchase with confidence.
Here are some key considerations for writing a great ecommerce return policy:
Be Clear and Transparent
Clarity and transparency are critical in a return policy. Your shoppers should be able to easily understand the conditions and processes for returning products. Use simple and concise language to outline the key elements of the return policy, including the timeframe for returns, the condition of the product, and any associated costs or fees. Avoid using complex legal jargon that may confuse customers and deter them from making a purchase.
Set Realistic Timeframes
Clearly define the timeframe within which your shoppers can initiate a return. Setting a reasonable and realistic timeframe for returns helps manage customer expectations and prevents delays or disputes. Consider factors such as shipping time, processing time, and any other relevant factors when determining the timeframe for returns.
Specify the Condition of the Product
It’s important for you to clearly outline the condition in which the returned product should be in order to be eligible for a refund, exchange, or warranty return. This may include factors such as the product being in its original packaging, unused, and in resalable condition. Being transparent about the condition requirements helps prevent misunderstandings with shoppers.
Clarify Costs and Fees
Outline any costs or fees associated with returns, such as restocking fees, return shipping costs, or handling fees. Clearly specify these costs in the return policy to avoid surprises for customers and to set realistic expectations. If you offer free shipping on returns, make sure to promote that as well.
Communicate the Refund Process
Clearly outline the process for refunds, including the method of refund, timeline for refunds, and any necessary steps or documentation. Based on your return rules, refunds can be automated and issued based on shipping carrier pick-up, warehouse receipt or RMA authorization. Providing a clear and efficient refund process builds trust and confidence in your brand and enhances the overall customer experience.
Put the shopper at the center of your return policy. Consider their needs and preferences when designing the return policy. A customer-focused return policy can lead to higher customer satisfaction, loyalty, and repeat purchases.
Consider Industry and Product Specifics
Different industries and products may have unique considerations when it comes to returns. For example, perishable products may have different return policies compared to electronics or apparel. Consider the specific characteristics of your industry and your products offered when crafting the return policy to ensure that it is relevant and effective.
Test and Iterate
After creating the initial return policy, it is important to test it and gather feedback from customers. Monitor customer feedback, reviews, and returns data to identify any issues or areas for improvement. By digging into this data, you can unveil insights to reduce returns and improve customer lifetime value. Continuously iterate and optimize the return policy to ensure that it remains profitable, effective, and aligned with customer expectations.
Provide Excellent Customer Service
Exceptional customer service is crucial in the returns process. Promptly respond to customer inquiries, provide clear instructions, and resolve any issues or disputes in a timely and satisfactory manner. Returns automation can eliminate manual customer support tasks and trust through proactive communication. Excellent customer service during the returns process can turn a potentially negative experience into a positive one, and can even lead to increased customer loyalty and advocacy.
How to Create a Shopify Refund Policy
When setting up a Shopify store, creating a Shopify refund policy establishes clear guidelines for shoppers returning products. To create a refund policy, navigate to the “Settings” section of your Shopify store, and select “Legal” from the dropdown menu. Under “Legal” select “Refund Policy” and click “Create from Template” to select a pre-made template, or click “Add” to create a custom policy.
Consider the specific needs of your business and your shoppers when creating your refund policy on Shopify. Start by clearly outlining the types of products that are eligible for returns, the timeline for returns, and any conditions or restrictions that apply. Be sure to include any special circumstances, such as damaged or defective products, and how those cases will be handled.
Additionally, consider the payment options for refunds, including whether customers will receive a full refund or store credit. Be sure to include contact information for customer support so that shoppers can easily get in touch if they have any questions or concerns about the refund process. Once your Shopify refund policy is created, make sure to prominently display it on your website so that customers can easily access it.
Best Practices for Returns Policies
In addition to crafting a profitable returns policy, there are several best practices that retailers can follow to ensure that their returns policies are effective and aligned with customer expectations.
Here are some key best practices for returns policies:
Consistency is important in a returns policy. Ensure that your returns policy is consistent across all channels, including your website, mobile apps, social media, and customer service interactions. Consistency in messaging, processes, and conditions helps build trust and ensures that your shoppers have a seamless experience regardless of the channel they use to interact with your brand.
Clear communication helps customers understand their rights and responsibilities and minimizes the risk of misunderstandings or disputes. It’s crucial for merchants to clearly communicate the conditions, processes, and expectations of the return policy to shoppers.
Use simple and concise language, avoid jargon, and ensure that all information is easily accessible and understandable. Consider using multiple channels to communicate your return policy, including on your website, in the checkout process, on order confirmation emails, and in-store signage if you have a physical retail store.
Provide Multiple Return Options
Offering multiple return options can enhance customer convenience and satisfaction. Consider providing options such as in-store returns, mail-in returns, or third-party drop-off locations. Having multiple return options accommodates different customer preferences and situations, and can help streamline the returns process.
Streamline the Returns Process
A smooth and efficient returns process can positively impact the overall customer experience. Simplify the returns process by providing clear instructions, easy-to-use return labels or forms, and prompt processing of returns.
Through automation, you can minimize the number of steps or documentation required for returns, and aim to process refunds or exchanges as quickly as possible. A streamlined returns process demonstrates a merchant’s commitment to customer service and can result in increased customer satisfaction and loyalty.
Monitor and Analyze Returns Data
Tracking and analyzing returns data can provide you with valuable insights into customer behavior product quality and operational efficiency. Monitor and analyze key metrics such as return rates, reasons for returns, returns processing times and customer feedback to identify trends and patterns.
Use this data to identify patterns or trends, and make data-driven decisions to optimize your refund policy and address any issues or opportunities for improvement. Regularly reviewing returns data can help you stay proactive and responsive to shopper needs and identify product quality issues while streamlining your overall returns process.
Train and Empower Staff
Staff members who handle returns should be trained and empowered to handle returns efficiently and effectively. Merchants should provide comprehensive training to staff on the returns policy, processes, and customer service skills.
Empower your staff to make decisions and resolve issues within the guidelines of the refund policy. Well-trained and empowered staff can provide exceptional customer service during the returns process, and contribute to a positive overall customer experience.
Seek Customer Feedback
Actively seek feedback from shoppers about their experiences with your returns policy. Encourage your customers to provide feedback through surveys, reviews, or direct feedback channels.
Listen to shopper feedback, and use it to identify areas for improvement or opportunities to enhance your returns policy. Taking customer feedback into consideration shows that a merchant values customer opinions and is committed to continuously improving the returns process.
Stay Up-to-Date with Laws and Regulations
Laws and regulations related to returns may vary by region or country, and it is essential for ecommerce merchants to stay up-to-date with these requirements. Familiarize yourself with relevant consumer protection laws, refund policies, and other regulations related to returns in your target markets. Ensure that your returns policy complies with all applicable laws and regulations to avoid legal risks and maintain customer trust.
Use Technology to Your Advantage
Technology plays a significant role in optimizing the returns process. Consider leveraging technology solutions such as automated return management systems, return tracking tools, or customer self-service portals. These technologies can streamline your returns process, provide transparency to customers, and help retailers manage returns more efficiently and effectively.
Continuously Improve and Evolve
A returns policy should not be static, but rather a dynamic and evolving aspect of your business strategy. Continuously review, analyze, and optimize your returns policy based on customer feedback, returns data, industry trends, and changing customer expectations. Stay agile and adaptable to ensure that your returns policy remains profitable, effective, and aligned with the needs and preferences of your shoppers.
Align Your Returns Policy with Your Brand Values
Your returns policy should align with your brand values and customer service philosophy. For example, if your brand is known for exceptional quality and customer satisfaction, your returns policy should reflect this.
We’ve covered best practices for creating returns policies, but know let’s look at some examples.
What are Examples of the Best Return Policies?
Several successful ecommerce companies have implemented exceptional return policies. Some of the most notable ones include Amazon, Zappos, Nordstrom, and Warby Parker.
These successful ecommerce companies have implemented customer-centric, convenient, and transparent return policies. By providing hassle-free returns, free shipping, and generous return periods, they’ve been able to build customer trust, loyalty, and satisfaction.
Amazon sets a high standard in the ecommerce industry with its customer-centric approach. The Amazon return policy is no exception. Amazon offers a hassle-free return policy where customers can return most items within 30 days of receipt.
They even provide free return shipping in some cases. This approach has been successful in building customer loyalty and trust. Most recently Amazon has started charging for UPS drop-off returns. It will be interesting to watch how this impacts shopper behavior in the coming months.
Zappos is another ecommerce company that gained a reputation for its excellent customer service, including its return policy. Zappos offers a 365-day return policy, which means customers have a full year to return items they are not satisfied with. They also provide free shipping for both the initial purchase and the return, making the process more convenient for customers.
Nordstrom is a luxury fashion retailer that has also implemented a generous return policy. Nordstrom allows customers to return items at any time, with no specific time limit, and they offer free shipping for returns. In addition, Nordstrom has implemented a feature called “reserve online and try in-store,” which allows customers to reserve items online and try them on in-store before making a purchase.
Warby Parker is a direct-to-consumer eyewear company that has disrupted the industry with its innovative approach to buying glasses. Warby Parker offers a 30-day, no-questions-asked return policy, which allows customers to try on glasses at home before making a purchase. They also provide free shipping and free returns, making the process more convenient for customers.
Returns Policy Challenges
Although returns policies are an important part of running a successful ecommerce business, managing returns can present challenges for online merchants, especially during peak seasons. While having a well-crafted return policy can offer numerous benefits, there are also challenges that retailers may face when managing returns.
Here are some common challenges and considerations to keep in mind:
Challenges during peak seasons
Returns can surge during peak shopping seasons. Peak seasons are periods throughout the year when customers return purchased items at a higher rate than average. Peak returns seasons typically fall during sales or promotional events, such as Black Friday/Cyber Monday or holiday sales.
Merchants need to be prepared to handle the increased volume of returns and manage them efficiently without compromising customer service. Merchants can choose to automate return policies specific to holiday sales or peak seasons saving significant time and money.
Handling return policies for seasonal items
Seasonal items, such as swimwear or prom dresses, may have different return policies due to their limited time relevance or hygiene considerations. Merchants must clearly communicate the refund policy for seasonal items, including any specific conditions or restrictions, to avoid customer confusion.
Adjusting return policies for promotional or discounted items
If you offer promotions or discounts on certain items, you may need to adjust your return policy accordingly. For example, you may choose to offer store credit instead of exchanges for discounted items. Be transparent about any changes to the return policy for promotional or discounted items to avoid customer dissatisfaction.
If you offer multiple returns policies based on discounted items or seasonal sales, consider offering multiple return policy automation. An item sold during a Father’s Day sale may require a unique policy that limits the type of returns allowed. You can automate multiple policies based on conditional logic to offset the manual labor required to manage the return of these holiday or seasonal sale items.
Incorporating customer comments and feedback into return policies
Customer feedback can provide valuable insights into how to improve your return policy. Merchants who are challenged with bad customer feedback have an opportunity to improve returns policies. Take customer comments and feedback into consideration when updating your return policy to address any pain points or areas for improvement.
Managing returns for bundled products
If you sell bundled products, such as product bundles or sets, returns can be more complex. Merchants can clearly outline their return policy for bundled products, including any conditions or requirements related to returning individual items within a bundle.
Avoiding return labels inside the product package
To streamline the return process and provide a seamless experience for customers, it’s important to avoid including return labels inside the product package.
This can cause confusion and delays if shoppers accidentally discard the label or miss it altogether. Instead, provide clear instructions and a separate return label with the product or via email to ensure that customers can easily initiate the return process. Make sure to communicate this in your return policy.
Managing returns for international customers
If you sell internationally, managing returns for international customers can be more complex due to different regulations, customs duties, and shipping costs. Retailers need to clearly communicate the return policy for international customers and provide options that are feasible and cost-effective for both parties.
Balancing customer satisfaction with profitability
While a customer-friendly return policy can enhance customer satisfaction, it’s important to strike a balance with profitability. Too lenient return policies can lead to increased costs, including shipping, processing, and restocking fees. Merchants need to carefully evaluate the financial impact of returns and find a balance that satisfies customers while maintaining profitability.
Dealing with fraudulent returns
Unfortunately, some customers may try to abuse the return policy by making fraudulent returns, such as returning used or damaged items or falsely claiming that an item is defective. Merchants need to have measures in place to detect and prevent fraudulent returns, such as thorough inspection of returned items, marked item disposition, and documentation of return reasons.
Handling returns for different sales channels
If you sell through multiple sales channels, such as your website, third-party marketplaces, or brick-and-mortar stores, managing returns can be more complex. Each channel may have its own return policy and process, and retailers need to ensure consistency and coherence across all channels while considering the unique requirements of each.
How to Prepare Your Returns Policy for Holidays or Seasonal Sales
The holiday season is one of the busiest times of the year for ecommerce businesses. With the increase in sales comes an increase in returns, and having a clear and effective return policy ensures customer satisfaction and maximizes profits.
Here are some tips on how to prepare your return policy for the holiday season or any seasonal sales:
- Review your current return policy: Before the holiday rush, take the time to review your current return policy. Make sure it is clear and easy to understand, and that it aligns with your business goals. If you need to make any changes, do it early so that customers are aware of the new policy before making purchases.
- Automate Holiday Return Policies: Merchants often have multiple return policies unique to a holiday or season sale. Based on the policy, sale items may be limited to return type (store credit or exchange) and return window (30 days or 90 days) or if the item is listed as a Final Sale. Review returns automation tools to reduce time spent by your customer service team communicating with customers and your warehouse team by tracking returns.
- Communicate the policy clearly: Make sure your return policy is prominently displayed on your website and in all marketing materials. Be clear about the deadlines for returns, any restrictions or exclusions, and the process for returning items.
- Be flexible: During the holiday season, it’s important to be flexible with your return policy. Consider extending the return period to accommodate for longer shipping times and the time it may take for customers to try out their purchases. You can also consider offering free returns or exchanges to make the process as easy as possible for your customers.
- Train your staff: If you have a customer service team, make sure they are familiar with your return policy and are able to answer any questions customers may have. They should also be prepared to handle returns efficiently and professionally.
- Analyze and adjust: After the holiday season, take the time to analyze your returns data and adjust your policy as necessary. Look for any patterns or trends in returns and use that information to make improvements for the next holiday season or sales event.
By preparing your return policy for the holiday season or any seasonal sales, you can ensure that your customers are satisfied with their purchases and that your business is maximizing profits. A clear and effective refund policy sets you apart from your competitors and helps build customer loyalty for the long term.
Advantages of Return Policy Automation
Automating return policies brings a range of advantages for businesses looking to streamline their operations and reduce friction for their customers.
An automated returns policy saves time for employees who would otherwise manually process returns, allowing them to focus on other areas of the business. Automated systems can also support troubleshooting by identifying issues in the return process and flagging them for resolution.
The advantages go beyond operational benefits. Returns management automation also provides valuable data and insights for decision-making. By tracking patterns in returns, businesses are able to identify areas for improvement in their products and services, like which products to stock and how to price them. They also reveal potential opportunities for upselling or cross-selling.
Using conditional logic and return rules to break down return policies makes them more manageable for customers. Automation makes it easy to set clear guidelines and parameters for returns, which reduces customer confusion and ensures a positive experience when returning items. This builds trust and loyalty with customers.
The benefits of refund policy automation are clear. It reduces friction for customers, saves time for employees, provides valuable data and insights, and breaks down return policies with conditional logic, ultimately helping businesses improve their operations and build stronger relationships with their customers.
How Return Policies Can Increase Profits
Return policies significantly impact a company’s sales, customer retention, and conversions. A well-thought-out and customer-friendly return policy helps businesses build trust and loyalty among customers. In contrast, a rigid and complicated refund policy creates a negative experience for customers, leading to decreased sales and lower customer retention.
Return policies also play a crucial role in determining customer lifetime value (CLV). CLV is the estimated amount of money that a customer will spend on a company’s products or services during their entire lifetime. A positive return experience increases customer satisfaction and loyalty, leading to higher CLV. The opposite is true for a negative return experience.
Several companies have used their return policies to their advantage to increase profits and CLV. As mentioned above, Zappos offers a generous return policy, allowing customers to return products for up to 365 days after purchase, with free shipping both ways.
Nordstrom offers a flexible and straightforward return policy, allowing customers to return products at any time, with no time limit, which helped Nordstrom retain customers and increase sales.
Yet another example would be Warby Parker. This eyewear company offers a hassle-free return policy, allowing customers to return products for a full refund or exchange within 30 days of purchase.
By contrast, companies with rigid and complicated return policies, such as Best Buy, have seen a decline in sales and customer retention.
Return policies play a big factor in a company’s sales, customer retention, and CLV. A flexible and customer-friendly return policy deepens customer relationships, which leads to increased sales and CLV.
How Do You Know if Your Return Policy is Profitable?
Ecommerce returns policies should always align with overall business goals. Whether it’s to increase company sales, enhance retention and CLV, or reduce overall return rates, understanding the reason and strategy behind the returns policy is essential to success.
Returns data is a powerful tool to extract insights and assess the profitability of your return policy. Start by tracking the number of returns, the reasons for returns, and the cost associated with each return.
This information will help identify areas where your policy may be causing friction or costing your business money. For example, if you notice a high number of returns due to sizing issues, it may be worth investing in better sizing charts or offering a virtual try-on.
Another factor to consider is the impact of returns on customer lifetime value (CLV). To evaluate the impact of your return policy on CLV, analyze customer data such as repeat purchase rates and average order value (AOV) for customers who have made returns versus those who have not.
While you’re at it, consider the competitive landscape. Look at the return policies of your top competitors and determine how your policy stacks up. If your policy is more restrictive than your competitors, you may be losing business as a result. Conversely, if your policy is more generous, you may be attracting customers who are more likely to make repeat purchases.
Finally, consider soliciting feedback from your customers directly. Conduct surveys or collect reviews to gather insights into how customers perceive your return policy. Ask questions such as:
- Did you find the return process easy and straightforward?
- Did you feel like the return policy was fair?
- Would you be more or less likely to make a purchase from us again based on our return policy?
This feedback can help you identify areas for improvement and make informed decisions about your return policy.
If your return policy isn’t aligned with your overall business goals, then it’s hurting your profits. Using these tips to analyze the conditions of your current returns policy will help you turn it into an asset for your business.
What is the Future of Ecommerce Policies?
The future of ecommerce policies lies in the hands of ever-evolving customer demands and technological advancements. Consumers want a seamless and personalized customer experience.
As such, ecommerce policies will need to be designed with customer-centricity in mind to enhance customer satisfaction, retention, and loyalty.
As we propel into the future, merchants will increasingly use automation and data analytics to optimize their returns policies. Machine learning algorithms and artificial intelligence will automate and optimize ecommerce returns policies to improve efficiency and profitability.
Data analytics will give businesses insights into customer behavior and preferences, allowing them to tailor their policies to meet customers’ needs and expectations. Returns data will be used to tell who your most profitable customers are while returns customer scoring can dictate when to offer free shipping or additional bonus return credit.
Advancements in supply chain and logistics management will play a leading role in shaping the future of ecommerce policies. As ecommerce businesses continue to expand their reach and offer faster delivery options, policies related to shipping, handling, and returns will need to be adapted to meet the demands of these new business models. Free shipping on returns is under pressure with many retailers now charging for returns to remain profitable.
Ecommerce policies may be influenced by regulatory changes and consumer protection laws. As governments around the world continue to enact new regulations to protect consumers’ rights and privacy, ecommerce businesses will need to ensure that their policies are compliant with these laws.
Overall, the future of ecommerce policies is unclear, but we know one thing for certain: advancements in the demands and innovations of the industry are moving at a fast pace, and merchants who want a piece of the market will have to be diligent in staying ahead of the ever-changing ecommerce landscape.
Can’t get enough on Ecommerce Policies?
Dive right into our latest blogs, ebooks and videos!
- How to create a customer-friendly Shopify returns policy
- How to write an ecommerce return policy
- What customers want to see in a return policy
- How to know if you have a profitable returns policy
- How to optimize your swimwear returns policy for swimsuit season
- How to automate holiday returns with multiple return policies