Returns, Refunds & Special Orders Virtual Workshop

September 22, 2026 1:00 PM - 2:30 PM (CDT)

Description

Protecting Margin While Building Customer Trust Through Better Processes

Formerly Managing Returns, Special Orders & Refund Policies
NEW DATE - Class is now Sept. 22 (Sept. 15)

Every lumberyard faces costly returns, difficult refund decisions and Special Orders that do not always go as planned. The challenge is rarely just whether a written policy exists. It is whether employees understand the process, apply it consistently and communicate expectations clearly to customers.

In this practical 90-minute workshop, attendees will learn field-tested strategies to reduce costly exceptions, improve consistency, protect gross margin and strengthen customer relationships without sacrificing service.

Consistency protects both your margin & your customer relationships.

You’ll Learn How To:

• Build a Return Policy employees can confidently and consistently enforce
• Manage Special Orders before they become expensive problems
• Set clear customer expectations before an order is placed
• Reduce costly exceptions while improving the customer experience
• Understand the true cost of returns — including labor, freight, administrative time and lost margin
• Create refund guidelines that protect both profitability and customer relationships
• Use timelines, documentation and customer signoffs to improve Special Order accountability
• Handle difficult return situations with greater confidence and consistency
• Create a practical return workflow for in-store returns and jobsite pickups
• Apply best practices that can be implemented immediately after the workshop

Every Attendee Receives:

• Editable Return & Refund Policy Template
• Special Order Best Practices Guide
• Return Process Checklist
• Customer Return Request and Pickup Form
• Practical guidance for documenting Special Order terms, timelines and customer approval
• Tools that can be adapted and implemented immediately in their business

Who Should Attend:

• Branch, Store and Operations Managers
• Sales Managers and Inside/Outside Sales
• Counter Sales and Customer Service Teams
• Yard, Delivery and Dispatch Leaders
• Receiving and Inventory Teams
• Office Managers and team members responsible for processing credits or refunds

Attendees will leave with practical tools and proven processes they can begin implementing immediately.

About the Instructor:

Emily Overson, Founder | Growth With EOC

Emily Overson brings more than 25 years of experience working with independent lumber and building material dealers. Her background includes hands-on leadership inside LBM businesses as well as consulting with dealers across North America to improve financial performance, operational excellence and the systems that support consistent execution.

Because Emily has worked inside the businesses she now advises, she understands the realities dealers face — from protecting margin and improving processes to serving valued customers when the answer cannot always be yes. Her practical, process-driven approach gives attendees tools they can use, not just ideas to consider.

Website: www.GrowthWithEOC.com

Time

NEW DATE -  Sept. 22 1pm- 2:30pm

Location

Online