In the eCommerce world, product returns are a reality that both buyers and sellers must deal with. While eCommerce offers an unparalleled experience by allowing us to shop from the comfort of our home, returns involve extra work for both the buyer and the seller.
Making a return can be a time-consuming process. From the need to repack the item, print shipping labels and track the returned package, to waiting to receive the refund, it can take time and effort. In addition, some sellers may impose additional conditions or fees for accepting returns, adding to the complexity of the process.
Returns involve an additional workload. In addition to processing and verifying the return, they must inspect the returned item to ensure that it is in good condition and suitable for resale. This can take time and resources, especially when dealing with fragile or high-value products.
Also, returns can have an economic impact on sellers as they must bear the return shipping costs and, in some cases, incur losses due to the depreciation of the returned product. It is also important to consider the impact on inventory and supply chain planning; returns can affect the availability of products for other customers.
Returns are estimated to cost retailers 66% of the total price of the original product sold, depending on the item, shipping and other fees.
A clear and comprehensive e-commerce returns policy is a great preventative measure against this problem. It helps customers understand how and when they can return products, acting as insurance for them and for your company. However, there are other less obvious, but no less influential tactics you can and should be employing.
Tips to reduce returns in e-commerce, protect your profit margin and improve customer satisfaction.
One of the most common reasons for returns in eCommerce is that customers receive different products than expected. To avoid this miscommunication, write detailed and accurate product descriptions.
Be sure to include information that may affect the customer's purchasing decision, such as:
-Condition (new, used, reconditioned, open box).
-Colors, especially if you are selling an item with several options
-Materials used
-Warranty information
-Dimensions and weight
-Instructions for care or use
-Any other relevant details
High-quality product images are essential to help customers visualize the product they are considering purchasing. So be sure to include photos that show the item from various angles and in different lighting. Also consider including images of the product in use or in context, such as a model wearing a dress or a piece of furniture in a room.
One of the most frequent reasons for garment returns is wrong sizing, which is frustrating but unavoidable. To help customers and mitigate the frequency of this outcome, provide accurate sizing charts. Be sure to include detailed measurements and sizing instructions. For example, U.S. and Canadian sizes differ greatly from those of European countries. A size conversion chart for various countries can be especially helpful to both you and your customers.
Fast and reliable customer service reduces returns in e-commerce by helping shoppers make informed decisions. Consider offering live chat or phone support during peak seasons to answer any questions. This helps manage customer expectations and ensures they understand what they are buying, which reduces the likelihood of a return.
In addition, customers may try to initiate a return when an item is slow to arrive. You can prevent this by providing tracking information and updates so they know if their order has been delayed in transit.
Periodically check your delivery process to identify and fix any problems that contribute to repeat returns. Ensure that your products are shipped correctly and with the proper packaging material to avoid damage in transit. If you see patterns of returns related to specific products, reevaluate how they are shipped or packaged.
Consider partnering with a third-party logistics provider, as they can ship all of your products safely and securely, helping to avoid problems in transit that result in returns.
Reducing returns is critical for your e-commerce business to maximize revenue. You'll need a clear, easy-to-follow returns policy so shoppers know what they're committing to before they buy. They will appreciate this transparency, which helps build trust in your brand.
Implementing these measures will help you limit returns, reduce peak season workload, improve customer satisfaction and increase your profits. Careful planning and attention to detail will strengthen your e-commerce business, while providing customers with an excellent shopping experience that will keep them coming back.
