Returns are burdensome for online businesses, but it is necessary to keep the customers satisfied and happy so that they can remain loyal to your business. With a proper and generous return policy, customers will come back again and again to buy products through which the e-commerce business will recover its losses from returns. Giving online shoppers the confidence that your store will let them return items in case they are not satisfied with the products can earn repeat customers and loyalty for your brand.
Here are Some Points to Remember
Here are some points to think of while formulating a return policy for your online business.
Precisely Stated and Visible Return Policy – The return policy must be written in simple language so that customers do not find it difficult to understand. It must also be easy to navigate on your site. Placing a link to the return policy on every product page is a good idea to keep your customers informed.
Free Returns – Free returns will encourage customers to remain loyal to your brand and organization . Lab42, a marketing research firm, found that 87% of customers are more likely to shop at an online store that offers free returns. This will drive sales, and the losses incurred will be compensated.
Return Packing Slip – Enclosing a preprinted packing slip and labeling it with every order is a smart move. The packing slip can provide additional information and make the process easy for customers. Customers get habituated to the pre-addressed and prepaid return packing label. Otherwise, customers will leave.
Multi-channel Returns – If you have both an online and offline presence for your business, multi-channel returns will be good. A customer may return an online ordered item to the physical store and exchange it for another item. Giving customers the choice makes them feel comfortable and enhances customer satisfaction.
Easy Exchange – Sometimes, the size of certain items can be a problem, and in such a situation, an exchange is the best option. Customers must be facilitated to do it. Clothes, shoes, and other such items can have size differences, and exchanges become necessary. In this case, the exchange process should be hassle-free for customers so they can become repeat customers.
Feedback is Mandatory – Make feedback mandatory for customers who wish to return an item. You will receive valuable information from the feedback and know what is lacking in your product or the shipping process. This will lead to more efficient service, reducing returns in the future. If you notice a pattern in returns, take immediate action to address the issue.
Following the tips above will help you establish a transparent return policy and practice to encourage customers to purchase items from your e-commerce store. Customers feel more confident buying from an online store that facilitates easy exchange or return because they are using their hard-earned money to purchase items from your store. Efficient handling of returns will allow you to build a loyal customer base.