If you’re an online store owner, then you must be familiar with the returns process. Returns or reverse logistics are integral to any eCommerce business. Interestingly, the more an online business grows and thrives, the more the number of returns it encounters.
Returns aren’t the eCommerce industry’s best friend. It brings friction to an otherwise smooth shopping experience.
But it does not necessarily have to be a scary word. That is if you manage them wisely and on time. Needless to say, the eCommerce industry hinges on timely delivery and returns.
Many online store owners may think order fulfillment, or getting a parcel delivered to the customer on time is all they need to worry about.
However, what they overlook is an equally crucial part of the eCommerce business, one that drives repeat customers—returns management.
Improve Customer Satisfaction with These 5 Ecommerce Returns Management Methods
For any eCommerce store, the overall consumer experience takes priority more than anything else. Improving your returns is a great way of ensuring your customers are always satisfied. We’ll now cover 5 ways you can enhance your current returns process and boost repeat purchases.
1) Quick refunds
Research shows that 30% of online shoppers think quick returns lead to a better overall returns experience. Having a responsive returns management system, well-equipped to handle refunds will hasten the process and keep customers happy.
Don’t create long workflows that delegate the slightest of tasks to other departments. Rather, make things run smoothly and most importantly, quickly within your team to expedite returns.
2) Customer data
A returns management system can give you a treasure trove of data on why your customers return the items they do. It offers you an incredible chance to learn about the areas that need fixing. For example, customers may return products due to manufacturing defects.
This helps you make the decision to report this issue to your raw materials supplier. By improving on such pain points, your eCommerce business will not only thrive but also retain more brand-loyal customers.
3) Simplify returns
No one likes returns, neither online businesses nor their customers. Having a streamlined returns management system ensures your returns don’t face any unnecessary bottlenecks.
From providing timely updates to customers on their return order status to shipping the final product, your entire team must know what they’re in charge of.
When everyone knows their role, your customers are never left hanging during a return. Partnering with a returns management solution provider can ease this process by initiating simultaneous returns or exchanges. A smooth return experience is vital to customer satisfaction.
4) Inventory management
The success of any eCommerce company in India depends on its inventory. A slow-moving returns management system means products take longer to reach your warehouse before you can put them up for sale again. Moreover, many customers come back and repurchase items.
When you streamline every return, you’ll be able to gather products at your warehouse quickly and prevent any potential stockouts. Ultimately, a healthy inventory will be key to driving customer satisfaction during peak seasons.
5) Safe packaging and shipping process
Sometimes items being returned by the customer get damaged on the way back to the seller. The brunt of the cost is borne by the seller but the customer is also adversely affected because of the delay in returns and refunds.
A returns management system that values reverse pickups and delivery as much as forward logistics will ensure that shipments moving back in the supply chain are packaged properly and handled with care. This will reduce costs for the online seller and enable a faster return journey for the customer.
6) Easy-to-understand returns policy
Imagine looking at a book in a foreign language that you’ve never read before. This is exactly what customers can experience when you include heavy legal jargon in your returns policy.
Ensure that your T&C and returns policy is concise enough for the customer to understand whether they’re eligible to place a return or not.
Tread the fine line between not giving too much or too little time for buyers to return products. This little change can encourage first-time visitors to choose your store over others with a more strict returns policy.
For instance, you can introduce a self-serve portal that allows customers to initiate the process instead of waiting for them to contact your support team. Try customizing this portal to understand your policy and identify whether the return request is valid or not.
8) Free returns
No customer’s a fan of paying extra money for returning a product that didn’t meet their expectations. It may be a tough pill to swallow but if you offer free returns, there’s a pretty good chance consumers will buy from you again.
Additionally, providing such customer-centric services shows a more human side of your business. A free return will absolve customers from paying any shipping charges again. You can implement this by using pre-paid shipping labels.
Conclusion
New online store owners may not think much about investing in a proper eCommerce returns management software. However, as business grows you will start reaping the benefits sooner or later.
Remember, returns management is not about making profits but mitigating any damages and retaining customer satisfaction.
Outsourcing your returns to a third-party logistics company, can greatly reduce operational costs and strengthen relationships. It will also save your customer care executives from receiving overwhelming WISMO (where is my order) calls.
We hope this list helps you gain a comprehensive understanding of just how impactful a good returns management system can be for the growth of your business.
