While we all know returns are a part of running an eCommerce business, sellers must always be on the lookout to reduce the costs associated with returns to stay profitable. To help you with an end-to-end guide on how to reduce return costs, here are some best practices to reduce your eCommerce return rate and increase customer loyalty.
Your e-commerce returns policy should be easy to find
Whatever your return policy may be, it should be clear, easy to read, and easy to find on your website. Whether it’s an FAQ section or a clearly laid out web page, you should include prominent links that make your eCommerce return policy easy to find on your web and mobile site.
Having a return policy that’s clearly worded and easy to find builds trust with your customers and leaves less room for frustration as they figure out when and how to make returns. This trust can lead to increased sales.
Include clear deadlines in your e-commerce return policy
Even though your e-commerce return policy was an important part of the buying decision, most of your customers didn’t expect they would have to return something. Don’t make your policy so dense that an advanced degree is required to make sense of it and do give a deadline, so your customers get it done. Don’t hide your deadline in the fine print; state it prominently, in bold type in more than one place on your returns page.
A clear e-commerce returns policy that sets expectations for the time period during which customers can return an item allows your customers to understand what’s required of them in the returns process. They are less likely to blame you for a return that goes wrong if they know your return deadline in advance.
Accept e-commerce returns via shipment or in store, if you have one
Not everyone has both an e-commerce shop and a brick-and-mortar store, but if you do, you’ll get a big benefit in customer satisfaction when you allow buyers to make e-commerce returns at your physical location.
Many of your customers prefer to return in-store, so give them that option. Plus, an in-store return is an opportunity for an upsell. More than two-thirds of customers will buy something else when they come in to make a return. When a customer returns one product, you can show them why another might be better, and you might even convince them to make that purchase.
Make return labels easy to print
When you provide an online portal that makes returns easy, you save time for both you and your customer. Let customers view their orders and select which items they are returning. From there, it should just take a click to print a return label.
By making the return process simpler, you help your customers make their returns more quickly and with less hassle. Faster returns also mean quicker turnaround for you. By giving your customers the incentive to quickly and easily return a product, you spend less time with a reduced inventory. That allows you to get your merchandise into another customer’s hands more quickly.
In addition, an online returns process protects you from return fraud. Some customers will try to take advantage of returns by claiming that everything is in the return box when it isn’t. Others may be confused. To overcome these issues, create a return list showing all the items being sent back. Ask your customer to print the list and put it in the box with the returns.
Deploy a third-party solution that helps you prevent returns in the first place
Returns can be frustrating and demoralizing, but once you deploy a solution that prevents a return even before an order is placed, things get much better. Saara’s returns reduction solution performs AI-powered product tagging and fixes any listing inaccuracies so that shoppers get the right information about the item before placing an order. This reduces the chances of a return by almost 50%. Moreover, paying attention to reviews on your website and analyzing the return reasons can help you understand your return trend better.
Illustrate your returns process
Make your policy easy to understand with graphics, icons, and images. In addition, graphics give cues to help your customers easily understand how returns work on your site.
A well-designed page about your returns policy is a chance to make a human connection with your customer. Graphics play an important role in creating that connection. You can even use graphics to inject a little humor into an otherwise dry subject.
Understand the laws governing returns
Your e-commerce return policy isn’t just a good business practice – it’s the law. Under US federal law, you must accept back merchandise that is defective. In addition, customers have three days to change their minds about products that cost at least $25. Additional state laws may also apply to your returns policy. Save yourself embarrassment and the appearance of being shady by keeping on top of the latest legal requirements for e-commerce returns.
Don’t consider a return at the end of the line with your customer. That customer was interested enough in your business to place an order; there’s a good chance you can lure them back. After a return, re-engage with your customer to keep the relationship alive.
Use solutions such as Saara that enable you to quality inspect the item right at the customer’s doorstep. If the logistics partner finds no defects on the item, a return can be avoided, thus preventing the additional cost of shipping the product to the warehouse.
Effective returns management, especially in an eCommerce or multichannel business, requires technology. If returns are a pain point in your organization, you are at the right place. Get in touch with us and take your business to newer heights!