There are huge opportunities for online retailers to increase sales and improve customer satisfaction by making the returns process quick and easy. Here are Whistl's top tips on how to reduce returns, improve the shopping experience and keep customers coming back for more.
Help customers buy the right product
One of the best ways to reduce returns in the first place is to make sure your product descriptions are as accurate as possible. Be clear about the fit, size, and material, and ensure the photo is representative of the real thing. Showing customer reviews can also be a useful guide in helping shoppers choose the right item and boosting sales of popular items.
Make your policy accessible
Most shoppers will review a retailer’s returns policy before making a purchase so it’s important to make it clear what your policy is and how to make a return. Also, make your returns policy easily accessible from
key points in the customer journey - on the product page, at the checkout, on the footer of your website’s menu, or via email on the order confirmation.
Give clear instructions
Be clear in your returns policy how customers can make a return, where they need to send it to, and the deadlines for doing so in the order confirmation emails and packing slip.
Make it quick and easy
Include a pre-printed returns label or create an online system that can be used to generate returns so that customers don’t need to worry about finding their receipt. It’s quicker and easier for shoppers to enter their return details online and if you include a unique reference number and a barcode with every order, makes it easier for customers to know when their returns have been received and processed for complete visibility.
Check orders before delivery
Some returns simply shouldn’t happen. That’s because the wrong item has been sent or the goods have been damaged, either in the warehouse or in transit. Make sure you double-check every order before it is sent and ensure you use packaging that protects the item in transit. Packaging speaks volumes about a brand and you should show customers that you spent time carefully packing their item with a little bit of care and consideration.
Asking why customers are returning an item will ultimately help you reduce returns. By creating an online system or including a return slip in the parcel asking why the item is being returned, you’ll be able to identify and rectify any design faults, quality, or sizing issues with your suppliers.
Deliver on time with tracking
Customer satisfaction plays a major role in the reason for product returns. Delivering customer orders on time with tracking capabilities will help you build a loyal customer base, drive more repeat business and strengthen your brand reputation.
Whistl provides outsourced expertise to handle all your eCommerce order needs from warehousing, order pick and pack, to returns and customer service management.
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