As consumers, we all want things to be simple, straight-forward and easy. That’s particularly the case when it comes to what we buy and – more importantly – how we return the items we don’t want. It’s so important, in fact, that unless returns are made easy, shoppers will not part with their money in the first place. This was one of the key findings from our recent study, conducted in partnership with DeliveryX.
The DeliveryX Returns 2024 report identified that 54% of shoppers see easy returns as very important. Moreso than retailers offering the lowest price or the quickest delivery. It’s so important that the ease of the returns process is a defining element of how a shopper perceives a retailer. Some 67% of shoppers admitting that a retailer’s returns policy influences how much trust they place in them.
Beyond the returns process, the report also found that the reliability of a retailer is important for two thirds of shoppers.
The message is loud and clear – shoppers expect returns to be easy. But retailers have to balance this clear consumer preference against the wider interests of the business, ensuring that returns don’t become the “silent killer” of their profits.
A digital returns process makes it easier for ecommerce companies to set the returns process that works for both their customers and the business.
nShift offers the following advice for retailers looking to revamp their return strategies.
An outstanding ecommerce customer experience joins the dots from the checkout to the customer’s doorstep and on to buying again - which is exactly what delivery & experience management (DMXM) can help with. It enables retailers to build brand loyalty, reduce costs, and increase revenues, with deliveries.
With DMXM, shipping and deliveries become customer experiences which surprise and delight shoppers, while reducing costs and unlocking efficiencies across warehouses and delivery teams. It helps make shopping easy and intuitive for customers, while yielding insights and intelligence to help retailers run a tighter business.
To find out more, download your copy of the DeliveryX Returns 2024 report or get in touch with a member of our team.
Author