If you're in the trade business, handling product returns isn’t as simple as sending a customer a return label.

You have to:

🔹 Go back to the customer’s premises

🔹 Remove the faulty item you installed

🔹 Return it to the supplier on their behalf

🔹 Track the return and make sure the customer gets a resolution

🔹 Re-install the repaired/replaced item

It’s an extra job on your list but done right, it can turn a frustrated customer into a loyal one. Alternatively, Ignoring your customers during the returns process is a surefire way to lose them.

This is how a brand-new Integrated UVC arrived from a Supplier. It was unusable and needed to be sent back on day 1. How should this process work?

Here’s how to make it easier and stress-free:

✅ Make scheduling seamless. Don’t let return visits drag on for weeks. Have a system in place to schedule return jobs quickly so customers aren’t left waiting.

✅ Keep a record of returns. You don’t want to lose track of what’s been returned and what’s still waiting to be processed. A simple dashboard (or even a checklist) will save you from chasing suppliers or dealing with unhappy customers.

• Product being returned
• Which Supplier/Manufacturer is handling the return
• When was it sent back
• The customer it was fitted for
• What went wrong (with pictures where possible)

✅ Use the right tools. An app like Business Liferaft simplifies trade returns by:

• Instantly finding the original supplier
• One-click return initiation
• Logging the reason for return
• Generating a printable form to send with the product

✅ Returning the Item to your Supplier

• Follow your Supplier's return procedure or contact your supplier to ask where to return the item (and who will pay/organise shipping).
• Box the item securely (if it is damaged on its return this may invalidate any warranty).
• Ensure you have enough postage (weigh and measure the package).

✅ Follow up before the customer does. A quick message like "Your item has been returned, and we’ll update you once the replacement arrives" can save you from customer complaints down the line.

Handling returns might not be the most exciting part of the job, but when done well, it sets you apart from the competition.

Here’s a quick tip for when you’re signing on with a new supplier:

Ask about their returns process upfront.

If they can’t provide clear answers about their product returns process, chances are they’ll leave you holding the bag when product failures happen (and they do happen!)

Don’t let messy returns cost you your customers. A proactive approach today saves frustration tomorrow.

Trade pros: what’s the biggest challenge you face with product returns? Let’s talk solutions in the comments. 👇

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