Optimization of Beauty Brand Return and Exchange Service

In policy design, the principles of safety, transparency and humanization should be adhered to. For unopened and intact packaged products, a 7-day no-questions-asked return and exchange policy should be implemented; for opened products, returns and exchanges should be allowed on the premise of “no pollution”. For users with sensitive skin who have allergic reactions after use, the restrictions on opened products can be appropriately relaxed, and returns and exchanges can be handled with relevant medical certificates. The return and exchange time limit, required materials (order screenshots, product problem photos), and processing time limit should be clearly specified in the policy, and publicized through product detail pages, order confirmation pages, and paper instructions in packages. In the process optimization, multi-channel application channels should be opened, such as online self-service application, special phone line, and offline store linkage. The review efficiency should be improved, with ordinary return and exchange applications reviewed within 24 hours and special cases (such as allergies) reviewed within 48 hours. Free door-to-door pickup or return shipping fee reimbursement services should be provided, and a special return and exchange testing area should be set up in the warehouse to conduct professional testing on returned products. After the processing is completed, the user should be promptly informed of the result; if the application is not approved, the reason should be explained in detail and alternative solutions (such as coupons) should be provided. Post-processing follow-up can be carried out by sending satisfaction questionnaires and free repair samples to resolve potential user dissatisfaction.