If you've got an e-commerce business, returns processing may be a solution you'll have to provide to your consumers to be successful. Returns management is important in e-commerce because the number of consumers being dissatisfied with their order is much more than shopping in the physical store. Although returns management costs a lot of money, but it’s a needed investment to boost the reputation of an online store and resolve issues of the customer.
Importance of an e-Commerce Returns Software-
Running a store online means there are always acceptable reasons and chances for returns. Aiming for a 13% e-commerce returns rate can result in higher sales per customer. However, a higher percentage of returns can often be a headache for the sales division and may reflect poorly on the products the company offers. Delivering incorrect products, damaged goods, delays, and wardrobing issues, are some of the reasons for the return of products.
Here are some reasons why customers might want to return your merchandise and the way you'll reduce your return rate-
1. Incorrect product or size ordered
Unlike physical stores, e-commerce stores are unable to permit customers to look at and test products before purchasing. You can try to reduce the return rates by providing detailed product descriptions and other details like providing sizing charts or measurements that correlate to real-world dimensions, so your customers can get the correct product without the chance of exchanging.
2. Product no longer needed
You may receive these sorts of returns when customers purchase items that break, are lost or is not any longer used. Items that fit into this category include phone cases, chargers, car accessories, and more. As a retailer, you cannot control these returns, but you can show the customer the advantage of the products and show how it improves their experience.
3. Products failing to match as described
This sort of return is totally preventable. The product descriptions you provide should be as accurate and detailed as possible, and you must make sure your customer knows exactly what they're going to get. The pictures of the items should also be of high-quality, with the right color and size.
4. Company shipped the wrong size or product
You can also reduce these types of returns by ensuring that your product-picking process is accurate. Train your team to sort and segregate products properly so that there are no chances for any errors.
5. Item Purchased During the vacations
The few most returned products are the ones that are bought during vacations. Consumers order products to offer them as gifts, but if they're not used, in that case, the consumer might want to return them to the store. Clearly explaining the worth of the product upon purchase is vital to prevent them from sending it back to you.
Importance of e-Commerce Returns Management -
Retain Customers
A returns management software can assist you to economize and retain clients by getting your products back to the floor, getting the maximum amount of value possible from unsellable products, and making credits available sooner.
Customer Satisfaction
Customers thinking twice before purchasing a product online will revisit the return policy page of the seller. In fact, more than 80% of buyers check the return policy before purchasing anything online, and 15% of customers leave the cart if they don't understand the policy or can't find it. To enhance customer satisfaction, make sure the policies are easy, reasonable, and as transparent and clear as possible.
Creating Brand Loyalty
If you want customers to return to your site again, enhance your return process and exceed their expectations. Make sure you offer a seamless return process by allowing customers to return items and offering them 30-day deadlines.
An efficient returns management strategy can assist you to recapture value from your products and reduce the prices associated. If returns aren't managed properly, you'll be unable to trust what proportion of your sales profits are getting to stick with your company. Thankfully, this process is often improved with the assistance of a third-party logistics (3PL) partner.
Also, read this related blog - Return Management Process: How to Make the Most Out Of Exchanges and Returns
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