Effective returns management is an important part of the customer experience, especially in e-commerce. According to Invesp, 92% of consumers surveyed say they are more likely to purchase from a retailer if the return process is easy, and 79% want free return shipping.
Businesses that manage returns effectively can reduce costs and improve their bottom line while giving customers a memorable user experience.
Here are some tips for managing customer returns:
1. Clearly communicate your returns policy
Make sure your return policy is easy to understand and prominently displayed on your website and in your physical store. Customers should know what to expect when returning products.
2. Provide a hassle-free return process
According to Accenture, 84% of customers will not make a repeat purchase from retailers with poor returns processes. This could include providing a prepaid return label, offering a drop-off location, or allowing returns through multiple channels (e.g., online, in-store). Additionally, offer a choice of return shipping options, such as standard or expedited shipping, to accommodate different customer needs.
3. Offer a generous return window
Give customers enough time to return their items. This allows them to feel confident in their purchase and reduces return rates.
4. Use effective reverse logistics plans
This could include tracking returned items, ensuring inspections are done without delay, and quickly returning items to store shelves.
5. Provide excellent customer service
Make sure your customer service team is trained to handle returns and provide excellent customer service. This can help improve customer loyalty and the overall customer experience
The benefits of effective returns management and handling customer returns include:
Improved customer loyalty: when customers have a positive returns experience, they are more likely to come back for future purchases. This can lead to increased customer loyalty and repeat business.
Reduced costs: by streamlining the returns process and using effective reverse logistics operations, businesses can reduce logistical costs associated with handling returns. A study by Reverse Logistics Magazine found that effective returns management can result in a 20-30% reduction in total logistics costs.
Improved bottom line: effective returns management can help improve the bottom line by reducing the costs associated with returns, minimising waste, and improving customer satisfaction.
As we’ve seen, the right returns processes can save the business money while helping to increase customer loyalty. Talk to nShift about transforming the returns experience.