Returns and Exchange Policy That Drives Loyalty and Reduces Costs

Develop a complete returns and exchanges policy for [STORE NAME], a [NICHE] e-commerce with a current return rate of [%] and [NUMBER] exchanges/returns per month.\\\\\\\\n\\\\\\\\n**Context:**\\\\\\\\n- Main reasons for returns: [LIST TOP 5]\\\\\\\\n- Average cost per return: [CURRENCY][AMOUNT]\\\\\\\\n- Current process timeline: [NUMBER] days\\\\\\\\n- Reclame Aqui rating: [SCORE]\\\\\\\\n- Platform: [VTEX/SHOPIFY/NUVEMSHOP]\\\\\\\\n\\\\\\\\n**1) Clear and accessible policy:**\\\\\\\\n- Policy text (plain language, no legal jargon)\\\\\\\\n- Exchange window: [NUMBER] days (legal minimum: 7 days for buyer's remorse)\\\\\\\\n- Return window: [NUMBER] days\\\\\\\\n- Accepted conditions (with and without use)\\\\\\\\n- Non-eligible products (if any)\\\\\\\\n- Where to publish (footer, FAQ, PDP, post-purchase email)\\\\\\\\n\\\\\\\\n**2) Reverse logistics process:**\\\\\\\\n- Complete flow: request → approval → collection → receipt → refund\\\\\\\\n- Self-service portal (online form)\\\\\\\\n- Automatic return label generation\\\\\\\\n- Collection options: postal service, reverse logistics, drop-off point\\\\\\\\n- SLA per stage (approval within 24h, pickup within 48h, refund within 72h)\\\\\\\\n\\\\\\\\n**3) Resolution options (offer in order of preference):**\\\\\\\\n1. Exchange for different size/color (zero cost, retains revenue)\\\\\\\\n2. Store credit with [%] bonus (e.g., $100 becomes $110)\\\\\\\\n3. Instant transfer refund (faster than card reversal)\\\\\\\\n4. Card refund (last resort)\\\\\\\\n\\\\\\\\n**4) Return reduction (prevention):**\\\\\\\\n- Interactive size guide (for fashion)\\\\\\\\n- Model photos with measurements\\\\\\\\n- 360° product video\\\\\\\\n- Accurate material and finish descriptions\\\\\\\\n- Category-specific FAQ\\\\\\\\n- Root cause analysis to improve catalog\\\\\\\\n\\\\\\\\n**5) Communication during the process:**\\\\\\\\n- 5 email/WhatsApp status update messages\\\\\\\\n- Tone: empathetic and solution-oriented\\\\\\\\n- Template for each message\\\\\\\\n\\\\\\\\n**6) Metrics:**\\\\\\\\n- Target return rate: [%]\\\\\\\\n- Target cost per return: [CURRENCY][AMOUNT]\\\\\\\\n- % converted to credit vs refund\\\\\\\\n- NPS of the return process\\\\\\\\n- Target average resolution time: [NUMBER] days\\\\\\\\n\\\\\\\\n**7) CDC Compliance (Brazilian Consumer Protection Code):**\\\\\\\\n- Article 49: right of regret (7 days)\\\\\\\\n- Product defect: 30 days (non-durable) / 90 days (durable)\\\\\\\\n- Who pays return shipping\\\\\\\\n- Legal deadlines for refund\\\\\\\\n\\\\\\\\nConsider that a good return experience can increase repeat purchases by up to [%].