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Justice: The Golden Rule

Think like your customers. If you had a problem with an order and wanted it resolved, you'd want to be treated fairly—and so would your customers. So what do you do when a customer wants to return a product—for any reason? Take it back—with a smile.

Don't bury your warranty, guarantee, or return policy on your web site. Make it clearly and easily accessible for view at any time during the shopping process. If the problem is on your end, such as shipping the wrong product, or if the product arrived damaged or doesn't work, pay the cost of shipping the product back to you. If the customer changed his or her mind or just doesn't like the product, then he or she can pay to ship it back. And though restocking fees are necessary on some items, don't make them exorbitant.

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