Managing eCommerce returns can be a headache for online retailers. If a rise in sales makes eCommerce merchants extremely happy, an increase in product return neutralizes that happiness.
There is no doubt that online stores have higher return rates than offline stores, and there are strong reasons to back this fact.
Customers can try out a product in a physical store. They can touch it, hold it, feel it and find out the flaws at that moment, which is not possible in the case of an online store. This is why e-retailers face excessive returns, and it becomes quite a difficult task to manage them.
Let's dive into how to manage eCommerce returns with the best return management system and improve customer satisfaction.
Customers do not like to pay an extra penny for returning a product. No one would want to spend some additional amount on a defective product that doesn't match their expectations. If there is already a defect and on top of that, customers are asked to pay a small charge for returning it, they will feel annoyed.
You can allow free shipping on returns and keep your customers happy and satisfied to avoid this.
Adding to the list of eCommerce return management is letting customers decide what they want to do with the product they wish to return. Whether they want to replace the product, raise a full refund, or need the product amount in the form of points/store credits, the choice should be left to them.
Providing a return choice is a persuasive tactic to make customers return to your store in the future. For example, if a customer opts for the credits worth the product amount, providing him with that would ensure that the customer will return to your store shortly and make a purchase.
You will have more product returns if you have a large e-commerce store. Imagine how difficult it would get if you manually handle product returns. Moreover, it will be very time-consuming.
Automating your eCommerce return with the best return management system can save you a lot of time and effort. You would not need to handle every step on your own. From informing the customer about the placed return request to notifying them about the return status until it is over, make everything automatic. This will decrease the return processing time.
One of the critical points in the return management best practices is to craft your return policies well. Be clear about the terms and conditions. Mention what kind of returns you accept, the shape of the item to get its replacement, the period for returning an item, the procedure to raise a return request, etc.
A well-written eCommerce return policy helps a user understand your return management procedure better. Also, avoid using any complex language difficult for a user to understand. Product return policy enables you to handle customer returns efficiently and encourages users to purchase decisions.
Speeding up your return process is vital in eCommerce return best practices.