Strategies for Handling eCommerce Returns
Published
01 Apr, 2022
5 min read
When it comes to returns, eCommerce businesses have to tread a fine line. On the one hand, you want to make it easy for customers to return items so they'll feel confident shopping with you again in the future. On the other hand, you don't want to be taken advantage of by people who return everything they buy or who return items that are damaged or used. Ecommerce online shopping is popular right now, but so are the returns. Here are some reasons why that is happening and how to minimize them.
People return things purchased from an eCommerce site for a variety of reasons. The most typical explanation is that the item does not match the description. This might be due to an error in the listing by the seller or a misinterpretation of the description by the buyer. People may return products because they have changed their minds about them or discovered a better price elsewhere.
According to data, 20% of online-purchased things are returned, compared to only 9% of items purchased in a physical store. Here are some reasons:
The is also holiday shopping, which brings a lot of customers in that purchase items knowing that they will be returned. So, when it comes to eCommerce management, you need to acknowledge the fact that some products will be returned without a clear reason.
According to a study by UPS, shoppers who have a bad returns experience are less likely to shop with that retailer again. In fact, 68% of shoppers said they would take their business elsewhere after just one bad experience.
There are a few things retailers can do to make returns more seamless for both parties:
Make your return policy clear - It should be easy to find and understand. Be clear about what items can and cannot be returned, as well as any time limits or restocking fees.
Offer multiple return options - Give shoppers the option to return items in-store, by mail, or even through a third-party service. The more options you offer, the more likely shoppers are to find a return method that works for them.
Make it easy to initiate a return - The return process should be simple and straightforward. Shoppers should be able to start a return from your website or mobile app with just a few clicks.
Offer free returns - Free returns are becoming the norm in e-commerce. In fact, nearly 60% of shoppers said they would be more likely to shop with a retailer that offered free returns.
Provide tracking information - Once a return is initiated, provide tracking information so shoppers can keep tabs on their return. This will help to ensure that the return is processed quickly and efficiently.
Be responsive to customer service inquiries - If a shopper has questions about their return, they should be able to easily get in touch with customer service. Respond to inquiries in a timely manner to keep shoppers updated on the status of their returns.
No matter how you deal with returns, it's important to be fair, consistent, and efficient. If customers feel like they're being treated unfairly or that it's taking too long to get their refund, they're likely to take their business elsewhere. Furthermore, a great shopping and return experience will build trust with your customers.
It's no secret that returns are the bane of eCommerce businesses. They are costly and time-consuming to process and can damage relationships with customers. While it's not possible to completely eliminate returns, there are steps you can take to reduce their frequency. Here are a few tips:
Your return policy should be prominently displayed on your website, and it should be easy to find and understand. Don't make customers search for it; they should be able to see it as soon as they land on your site.
One of the main reasons for returns is that the product doesn't look like it does in the photos. To avoid this, make sure to use high-quality, accurate product photos. If possible, use multiple photos from different angles so customers can get a good idea of what the product looks like. Avoid photoshopping the pictures, even if you think they need adjustments. Reality sells when it comes to eCommerce online shopping.
If you sell clothing or other items that come in different sizes, offer a size chart on your product pages. This will help customers choose the right size the first time, reducing the chances of them needing to return the item.
In addition to quality photos, your product pages should also have detailed descriptions. Customers should know exactly what they're buying before they make a purchase. This will help them make a more informed decision and, as a result, be less likely to return the item.
If a customer has a question about a product, they should be able to get an answer quickly and easily. Offering live chat on your website is a great way to do this. Customers can get their questions answered in real-time, which can help prevent them from making a purchase they're not sure about – and ultimately returning the item.
If a customer does need to return an item, make sure the process is as easy and efficient as possible. The faster you can process the return, the better. You should also keep the customer updated throughout the process so they know what's going on.
While returns are inevitable, there are steps you can take to reduce their frequency. This is one of the least pleasurable things about eCommerce management, But once you create a plan and offer multiple solutions, you will find it easier to deal with returns.
