Approximately 30% of all online orders are returned. Some e-commerce retailers consider making the return process difficult for customers to eliminate returns. However, 92 percent of consumers said they would buy again if the easy product return process. So, to keep customers coming back, it’s critical to allow returns that require a solid online returns management system, such as one provided by a print on demand fulfillment provider expert.
WAYS TO IMPROVE YOUR RETURNS MANAGEMENT SYSTEMS LIKE A PRINT ON DEMAND FULFILLMENT PROVIDER EXPERT
1. Understand the Difference between Controllable and Uncontrollable Returns
Product returns can cost you money or customers, so do everything to minimize them. It entails distinguishing between controllable and uncontrollable returns.
- Controllable returns can be reduced or eliminated through improved forward logistics processes. It includes looking for incorrect product descriptions, damaged packaging, slow delivery times, and general mismanagement.
- Uncontrollable returns are those that a seller has no control over. For example, when a buyer purchases a product but then changes his mind.
Once you understand both types of returns, you can implement strategic policies to avoid them. Consider using more detailed product descriptions with photos, different packing material, a different courier, or a different inventory management system for manageable returns. There isn’t much you can do about uncontrollable returns. However you might think about shortening the window of time a customer has to return an item. Finally, it is up to you to test both options to see which one works best for your company.
2. Have a Well-Defined Return Policy
A clear and transparent return policy is essential for providing a great customer experience. It’s critical, just like your shipping policy, to make your returns policy easily accessible to your customers. You should post it on your website and any partner sites where you sell and include a hard copy with the product when shipping. It keeps you and the customer on the same page and avoids future frustrations by managing customer expectations regarding refunds, exchanges, and return deadlines.
3. Quickly control eCommerce returns
According to studies, 88 percent of customers would limit or stop shopping with a retailer that took too long to credit their refund. And 77 percent would be less likely to recommend a retailer to their social circles if it took too long to issue a credit. These figures have only risen as a return, and banking processes have become faster to meet the increasingly demanding customer preferences.
4. Understand the Cost of Returns
Maintaining customer satisfaction with a good return policy is critical, and customers appreciate it when a company offers free returns. However, it is critical to understand the impact of covering the costs of reverse shipping and tracking and how many work hours are spent managing returns to your business. If the numbers show that customer returns are nearly as expensive as creating a new product, consider issuing a refund and allowing customers to keep the product to cut your losses right away.
5. Analyze Your Returns
When you receive a returned item, you have the opportunity to learn more about your products and your customers. Make sure you have a feedback forum where customers can tell you what you’re doing well so you can keep doing it and what you’re doing wrong so you can improve. By analyzing these variables, you will frequently discover commonalities between these products, which will help determine the source of the problem. Learning from your returns also entails creating buyer personas and identifying regular customers who buy and return products.
6. Provide Visibility through Tracking
The returns management process should be transparent in the same way. Most eCommerce businesses provide transparency into the shipping process after customers place orders. Customers will be curious about the status of their return or refund. As a result, it’s critical to provide visibility into this process by providing tracking information for their return shipment. You can also set up automated text alerts to notify them when their return is received and refunded.
ACHIEVE A STELLAR RETURNS MANAGEMENT WITH FULFILLPLEX
Even with good product returns management software, managing product returns becomes more time consuming as your business grows. Furthermore, you might need a print on demand provider who stores, packs, ship products, and handle returns management for you. You can rely on Fulfillplex if you’re ready to up your e-commerce game by bringing in a top eCommerce fulfillment provider. Our packing professionals in our fulfillment centers take the utmost care when packing your goods to minimize returns. Of course, accidents happen, such as when a driver improperly handles the package. But don’t worry, we’ll handle the return and replacement process as well. Get in touch with us today to learn more!