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Solution

Put the return policy on all product and checkout pages, including a link to a return process. If customers throw away a return label, give them the ability to print another one, and use the label to track returns as they arrive.

Figure F9.6. Make the return process easy by using a process funnel that takes customers step-by-step through identifying the order, specifying the items to return and the reasons why, and finally printing a shipping label if necessary.



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