Retailers often consider product returns as a negative aspect of their business. While improper returns handling can directly impact the bottom of an eCommerce store, well-thought-out returns management can actually help you in enhancing the customer experience.
Customers buy an item from your online store, returns it if he doesn’t want to keep it and then make another purchase from your store in the future if their returns experience was good – this cycle goes on. In such a situation, it’s extremely important for omnichannel brand owners to focus on returns management rather than the initial purchase alone. A complex returns process can be a key reason why customers choose not to continue with a brand. But what if we tell you that you can actually make a profit out of returns while improving customer experience and loyalty? Here we will discuss the top 5 ways how eCommerce returns can prove to be a boon for your online business-
Efficient Returns Management
According to a report, nearly 92% of consumers purchase again from a store if the returns process is easy. An efficient returns management process is extremely important to provide customers with a seamless returns journey, which includes everything starting from placing a return request to either receiving a refund or an item in exchange. To achieve this, eCommerce businesses must have an intelligent returns management solution onboard that manages returns right from the returns receipt to refunding and recirculation.
Saara is an end-to-end returns management platform that integrates seamlessly to any online store and helps business owners in managing returns with AI-ML-powered technology. Saara stays with you throughout the journey of the returns process, starting from receiving the request to the returns receipt. Check out how we do it.
A quick turnaround time for product returns directly benefits businesses. The quicker returns are processes, the quicker they can be put back into circulation. This enables retailers to get the most of their inventory by getting the returned products back to customers before they reach the stage of discard.
Analyze Returns for Actionable Insights
Returns analytics plays a major role in making returns turn into profit for your business and enhance customer experience and loyalty. The data fetched from customers during the returns process can provide you with crucial insights on both your products as well as the buyers. Analyzing this data will help you fix manufacturing defects, if any, improve product listings and offerings and reduce chances of returns in the long run.
So, how can you use returns analytics to improve customer experience?
While you analyze returns data, you come across the reasons why your customers are returning that are most often not mentioned during the returns process. For e.g., one of the return reasons is ‘item did not match expectation’ – in such a case you can use the data to improve your product description by mentioning the right details, use relevant product images that your customers can relate with, and so on. Another way this data can be used is in helping to ensure customers receive items that fit as they are expected to. Being unable to try items on before buying can be a big problem for consumers, and this is even more of an issue if sizing isn’t always consistent. Similarly, drilling down into this data can also give retailers an indication that customers are not happy with the quality of items, or that pieces look different in person to the images presented online. These issues can then be dealt with accordingly, to avoid further disappointment for future customers.
Quality Control of Returns
If you want to remonetize the products that are returned, it’s crucial to have an efficient quality control solution in place that checks items for defects and damages. This enables sellers to take action on the unsatisfactory items thus preventing them from being sent back to a new buyer. It will be a frustrating experience for the customer if he receives a damaged item that you may have restocked without proper quality inspection.
To help you automate the entire grading process with 99% accuracy, Quality Check app by Saara detects defects in returned products using artificial intelligence and updates the seller real-time. It not only reduces chances of human errors but also reduces returns processing time by almost 50%. A win-win situation, right? Once the item is processed, you need to ensure the product is packaged properly with accurate stickers and label so that the customer cannot tell whether it’s a brand new product or a recycled returned item.
Clear Returns Policy
In order to impress your customers through returns, it’s important to have a clear returns policy page on your online store that can be easily accessible by buyers. According to a recent survey, 60% of millennials said they have stopped purchasing from a retailer because their returns policy was hard or unclear. Words can be powerful, but many returns policies are failing to reflect retailer’s hard-won brand image in their returns messaging and in turn, failing to engage their customers. By nailing the policy right from the start, focusing on clarity, and being as helpful as possible, brands could see huge boosts to customer satisfaction during the returns process.