Ecommerce returns management is crucial for every online retailer. While returns are an unavoidable cost of doing business, they shouldn’t be ignored. Preventing returns not only saves on operational costs but also helps build customer loyalty by enhancing the overall shopping experience.
The reasons to avoid online returns go beyond a lost sale. A return often indicates an issue with the product or process and can negatively impact the customer experience. A well-managed return, however, can resolve the issue and even improve the customer’s perception of your brand. On the flip side, a poor returns process may lead to a loss of customer trust.
From an operational standpoint, returns are costly for e-commerce retailers. Processing a return can take twice as much time and expense compared to the original shipment. That’s why focusing on ecommerce returns management is key to reducing these expenses.
For online retailers, minimizing returns is essential. By investing in effective “ecommerce returns management strategies, businesses can safeguard profits and customer satisfaction. So, what steps can companies take?
Here are five ecommerce returns management tips
Manage Expectations Better
Enticing customers into making a purchase is a big part of selling, but so is ensuring the customer is actually getting what they want and need. The point is to make sure what you sell is in line with the buyer’s expectations. As counter-intuitive as it may sound, this includes not over-promising or upselling unnecessarily. And, when it comes to preventing returns, sometimes down-selling is the better strategy, even if it means a smaller margin.
Represent the Product Accurately
Speaking of making sure the customer gets what they want, be sure that your products are accurately represented on the website. This includes using high-quality images and good product descriptions. In the case of apparel, where return rates can run very high, providing detailed and easy-to-understand sizing charts is effective for minimizing returns.
Provide Reviews
Showing real customer reviews is another counter-intuitive yet helpful idea. In the past, many sites were afraid to offer reviews for fear of the negative things that might get written. Most online buyers today are savvy enough to see through the noise and use reviews effectively. People get that there will always be overly positive and negative reviews on just about everything. Most importantly, reviews help customers learn about products and make the best buying decisions.
Get Them Started
With technology and other more complicated products, it’s vital to give customers clear instructions on how to put an item into use. Many gadgets that require setup are returned simply because the customer can’t get started using them. Providing clear instructions with the product and preparing the customer at the point of sale for what will be involved with setup help prevent returns made out of frustration.
Provide Help
At the “point of crisis,” when a buyer is frustrated trying to put a new product into use, they need to know their options for getting help. Online and phone support should be standard for most products, especially complicated tech and other gadgets. Considering the high cost of a return, it’s a small expense to provide support when many returns are preventable with a short customer conversation.
Final thoughts
Returns are a fact of life for most retailers, but effective Ecommerce Returns Management can help reduce them and improve customer relationships and profitability. With peak shipping season approaching (and the inevitable spike in returns that follows), now is the time to apply these tips to minimize returns and turn new customers into loyal ones. Connect to TransImpact for more information.