Does the return policy work against you rather than for you?
It has taken a lot of effort and dedication for you to differentiate yourself from your competition: you offer high quality products, excellent customer service, and you fulfill outstanding first orders. This gives you an unmatched competitive edge. But does the return policy work against you, and not for you?
Researchers have found that return policies increase sales without increasing the number of returns.
Online purchases are returned between 15 and 40 percent of the time. If you sell clothing, you might find that some of the online shoppers you partner with are companies that offer measurements at home and return what is not suitable.
- 92% of customers say they will buy again if the return process is easy.
- 79% of consumers expect a free return, but only 49% of online retailers offer it.
- More than 60% of consumers review a return policy before making a purchase.
- About 40% of online shoppers ordered additional items they planned to return.
It is clear from the above numbers that a good return policy can have a significant impact on your business’s sales graph, and for good reason: eCommerce is a customer-oriented industry.
In contrast to classic retail, eCommerce requires close customers to obtain approval before interacting with the product in person.
With this level of uncertainty, it is not surprising that some buyers are reviewing the eCommerce retailer’s return policy before buying.
If you make the eCommerce return policy simpler, you can increase usage retention.
Returning customers are likely to be repeat customers, and the vast majority of customers who had a positive experience with eCommerce returns would return again.
Here are 5 best practices you can use to reduce eCommerce return rates and increase customer loyalty👇
1) The return policy should be clear, easy to read and locate – whether it is a FAQ section or a web page, you should include prominent links and make the return policy of your products easy to find on the site.
A return policy that is clearly worded and easy to find on the site builds trust while leaving little room for frustration when customers understand when and how to make returns. Not only can it lead to increased sales, you also reduce your customers’ anxiety and increase their patience.
Having a clear return policy that sets out the time frame where a customer can return an item can help you determine what to do.
2) Providing reliable information about the product – An accurate description of the product you are marketing can also reduce returns. When what customers receive matches their expectations, there is a chance that they will return the product they purchased. Make sure the product pages on your site are high quality and accurate product images.
3) You need to make the return order simple – you can see their orders and select items from their last order to it. So all you have to do is click on the return label.
By making the return simpler, you are helping your customers make their returns faster and with less hassle. Faster returns also mean a faster turnaround for you, and with the help of your product return aids quickly and easily, you can increase the chances that the returned item will be suitable for resale.
4) Free Returns – Returns are one of the big pitfalls for an eCommerce business that costs can easily accumulate and affect the profitability of your business.
At the same time, free shipping on returns is something that awaits these days. Most customers say that free shipping affects the return of their purchase. Therefore, while not paying for shipping can save you some money, it does cost you auxiliary loyalty.
If the return shipping cost is too high for your business, be creative. For example you could split your provision and offer a flat rate for returns. Alternatively, offer free returns if items are sent back within a limited time frame, and add a return fee for late returns.
Pay attention to your profit margin – returns can delete your profit on items on sale! It is worth considering a return policy that does not include products they sell at a discount. Make sure your retail prices include enough margin to cover the business operations, including the cost of returns.
5) Re-engage your customers – Ending the return process is not the end of the interaction with your interest. The same customer was interested enough in your business to place an order; There is a good chance that it can be incentivized to make another purchase. After the return, reconnect with your relationship to maintain the relationship. If you took good care of the return, the same customer will be left with a good vibe! This person can become a loyal and profitable customer. Your positive attitude and the amazing service you will offer will be a crucial factor in winning loyal customers.
How Can Any Online Business Can Offer A Competitive Return Policy?
Handling returned products can be expensive, especially for a rapidly expanding eCommerce business. To stay competitive, online stores are choosing to outsource logistics with Gaash Worldwide.
Gaash Worldwide handles all returns with a dedicated team to quickly and efficiently get, evaluate, and deal with each item.
With Gaash Worldwide, eCommerce brands are able to expand by ensuring a stable and consistent service level agreement (SLA), and a commitment to providing the shortest service life cycle.
Gaash Worldwide owns a large courier warehouse at the cargo terminal located at the airport – David Ben Gurion, which makes it the largest company in Israel that provides logistics solutions in the world of digital commerce, both in importing and exporting products to and from Israel.
As a provider of solutions in the supply chain of online commerce, Gaash Worldwide provide the air transport to Israel, and work to release products from customs, and the LAST MILE DELIVERY.
