The convenient and simple return process is closely associated with a higher probability of return customers. According to Forbes, as many as 95% of customers would buy from the same shop again if the return process went smoothly.
The benefits of return of goods are also noted by the fact that as many as 82% of customers who return the product are also the ones who buy the most. This is well illustrated by Germany and the United Kingdom. Although these countries have some of the highest return rates – 41% and 32% respectively – they are also among the biggest e-commerce markets.
Venipak has great tips for improving your return process – these 7 things will ensure customer satisfaction and the well-being of your business by focusing on the return policy and process.
1. Analyze Reasons for Return
Undoubtedly, the simplest returning goods process is the one that buyers don’t need at all. To reduce the number of returns, it is important to learn why the customer decided to return it in the first place. Maybe they picked the wrong T-shirt size or the food processor does not function properly? According to Statista, in 2019, the most common reasons for returning a product were that it had been damaged, didn’t match the description, or was of poor quality. Finding out such reasons will make it easier to reduce the number of returns. For example, you could create a more detailed and comprehensible size chart or provide a more accurate product description so the customers always receive the product they expected.
2. Develop Clear Return Policy
According to Forbes, as many as 66% of consumers read the return policy before making a purchase. They look for information on what goods can be returned, how the process works, and what is the return window. If you don’t offer refunds for certain goods, it is important to mention the reason for it. You also should not forget to specify who will have to pay for return delivery. The more detailed the return policy, the fewer questions and problems customers will have.
3. Communicate Clearly
While a clear return policy reduces the number of inquiries, some questions cannot be avoided, so always be prepared to provide essential and clear information when the customer contacts you. To further improve trust in your brand, don’t forget to continue to inform your customers during the return process, for example, how will you transfer the refund or if the replacement is already on its way.
4. Offer Multiple Methods of Returns
When shopping online, customers can usually choose which delivery method will be the most convenient, thus improving their shopping experience. It is important to provide flexibility in return shipping for the same reason. Some customers will find returning the item to a physical store the most convenient for them, while others may choose pick-up points, parcel lockers, or simply a courier that collects the return at the customer’s home.
5. Include Return Stickers
About 30% of online shoppers wish to receive a return shipping sticker along with their purchase. This simplifies the return process as the customer only needs to slap the sticker containing all the necessary information on the box and send it off in their preferred way. The sticker also shows that the shop takes care of its customers and values everyone’s time. As the return of goods is paid only when the buyer uses the sticker, this approach will not lead to unnecessary costs.
6. Offer Free Returns
60% of consumers say that free returns are the most important element in a good customer experience, while 87% will choose an e-shop that offers this. This means that the free returns not only simplifies the process by eliminating the need to coordinate the payment or other issues, but also ensures customer satisfaction, which may lead to higher sales in the future.
7. Choose E-Commerce Fulfillment Service
As the business expands, there is often no time left to process returns, which affects the smoothness of the process. Companies that provide e-commerce fulfillment services can help businesses that do not have a well-developed software or system that helps to manage these processes faster and easier. The service includes not only packaging and shipping but also returns and exchanges, while all the important information is conveniently provided for business. This saves time on business development or other important areas and ensures an easy and fast return process.
Returns in the e-commerce business are hard to avoid but a smooth process can ensure there will be far more benefits than harm! Use these tips to meet your customers’ needs and inspire them to come back to you.
If you are looking for partners who can take care of your business’ return process, feel free to contact the Venipak team.