Order returns are one of the controversial processes that I know is followed in the e-commerce business. It is the only policy or feature that should be kept for the convince of the buyers but also make sure that buyers do not use that frequently.
How ironic is this?! 🤷🏼♀️
But, seriously how to reduce returns in e-commerce business?
So this is going to be fun to understand how you can reduce returns in E-Commerce Business and what practices you can follow!
Let me pour some facts that showcase the overall scenario;
Talking about the time where online shopping was new for both buyers and sellers. In 2021, online buyers almost returned21% of their products to respected merchandise or the company because of inconvenience they might have faced.
Due to the high ratio in the return process, there was a loss of about $761 which is a crazy amount. Imagine you had a big profit which is a loss!
Of course, we are here to save your Ecommerce store and to provide some best solutions to make profit in profit. This blog will also help you to find out what reasons you should be looking to improve if you are not following it to reduce return rates.
Let’s reduce your product return process.
Key Takeaway :
To reduce returns in e-commerce, consider implementing the following tips:
1. Provide an exchange policy to offer alternative options to customers.
2. Use product videos to accurately showcase the products.
3. Utilize good quality media to present the products effectively.
4. Ensure accurate delivery time to manage customer expectations.
5. Focus on high-quality packaging to impress and retain customers.
6. Distinguish between return fraud and genuine returns.
7. Simplify the return process for customers and your business.
8. Extend the return period to give customers more time to decide.
9. Offer accurate sizing charts and provide size measurement tips.
10. Ask customers for feedback on returns to understand their concerns.
What are Common Reasons Customers Return Their Orders?
A brand can never remove the return policies or eliminate the return items option from their brand because;
Almost 54% of the buyers have the fear what if this brand is not providing me return products option (that includes my mother too), and such buyers like my mother won’t even look further no matter how pleasing all product video and product description be.
So it is important to always keep an option of a refund or return a product but all you can look for is to reduce the return rate and look for sustainable solutions to solve that.
Of course, there are wide but very common reasons for online shoppers who tend to click on the “return” option. Look if you can implement them that will help you reduce the product return rate.
👉🏻Yes, size matters in Ecommerce Business
If the ordered product does not match the size or a buyer does not receive the right size, they are going to return it for sure. What are they going to do with the too-loose or too-tight product? (This belongs to apparel E-commerce stores)
👉🏻Time is Money Everything
What is the meaning of ordering online if you do not deliver it on time ultimately customers lose interest in using the product and they tend to cancel or return it. Why do you do that? Why do you make your customers wait? Now this is the question of providing a better customer experience.
👉🏻Ooops, delivered the wrong product!
There are chances that a product will deliver the wrong product and it is important when it comes to the shipping process. The shipping process should be double-checked while dispatching. The product should be rightly dispatched to the right person.
👉🏻Nobody wants to receive a defective product
Buyers will never order from an online business if they deliver the wrong product. To prevent returns, at your dispatching product must be well-packed and damage-free. If this is the case then not only product but there are high chances of customers to return ever back to your brand.
👉🏻Being what you are not
One of the ways to minimize returns is to always be real with the description that you are writing for a product. Of course, copywriting skills will help you to sell more but it should exactly match the product that you are selling with it.
There are chances that sugar coated words will arise the temptation of the purchase but ones they receive the order and if it did not match the description, buyers no longer will take time to click on “return” button and they will also loose trust in you.
We have gone through the reasons why customers return the product from their online purchases but as we have promised initially that we are going to provide some fantastic solutions that will help reduce returns, let’s get into that straight. Trust me follow them blindly!
10 Tips on How To Reduce Returns in E-commerce Follow Blindly [With Examples]
Return policies are essential, but surely they should not be used frequently and we have some of the best tricks which will help you to avoid loop returns from your customers.
✔️ Turn on your exchange policy
✔️ Product videos are becoming attractive, make the perfect use of it
✔️ Good and rich quality media
✔️ Accurate delivery time
✔️ Do not compromise on packaging if you want your customers to remember you
✔️ Know the difference between fraud and generous return
✔️ Processing a return should be easier
✔️ Increase the span of return days
✔️ Provide the accurate sizing chart
✔️ Ask customers what went wrong.
1. Turn on your exchange policy
One of the ecommerce returns best practices is to always provide an alternative solution in the return portal to customers. In terms of alternate products or a size exchange option to customers will help and customers will be less likely to return completely but order an alternative option.
Exchange policy helps customers to look for the products they are really looking for, instead of them finding on their own, your suggestions will help in making fewer returns.
There are surely different ways to provide alternate options to customers and what to carry on with always depends on the individual company. Some of the ecommerce brands provide direct credits to their source, some suggest the exact same looking and purpose product from the online stores and much more.
This process must be carried with a meaningful and decent message that will help your buyers to understand that you are trying to help rather than just selling.
Example: Zalando’s Return Policy
Zalando provides free delivery as well as returns which makes it easier for customers to process returns. The shipping process takes a maximum of about 48 hours and they make sure that their customers purchase products from them again and again. Of course, they are making the return process easier but always encouraging to increase sales and reduce a lot of returns.
Read More:How to Automate Ecommerce Store in 2024
2. Product videos are becoming attractive, make the perfect use of it
One of the reasons why the amount of returns is maximum is because of the fake or mismatched descriptions uploaded to tempt customers and buyers. Most ecommerce sites fail to understand that this is not a sustainable solution but infact increases the number of returns and decrease trust. It is important to showcase the real product with a real description.
The description should match the actual product. Reduce customer returns by avoiding the miscommunication between buyers and your brand.
Highlight the key features what does product contains and why it is special. State down the benefits of the product to increase eCommerce sales. This will allow customers to solve their problems. The detailed explanation will help customers to keep coming to your product. Product videos help customers to look in detail at how the product is looking and how you can use it. A customer will quickly decide whether they want to purchase it or not.
Also read: How to Choose Best OMS Software for eCommerce
Example: Product Description + Product Videos
👉🏻Product Description: