Around 10-20% of items purchased online are returned to the retailer or webshop. The reasons for this vary, including damage, delay, or simply not being quite what the customer expected.
It’s crucial that growing e-commerce businesses invest in the right reverse logistics or returns platform if they are to thrive. The benefits of the right returns strategy include:
Improved customer satisfaction: Reverse logistics can improve customer satisfaction by providing a hassle-free return process. By managing returns efficiently, businesses can improve the overall customer experience and build customer loyalty.
Cost savings: By managing the return process effectively, businesses can reduce costs associated with returns management, transportation, and product disposition. According to a study by Accenture, companies that optimise their reverse logistics system can save up to 5% in total logistics costs.
Improved sustainability: Reverse logistics can help improve sustainability by reducing waste and minimising the environmental impact of returned items. In addition, businesses can recycle or refurbish returned items, reducing the need for new products and conserving resources.
Optimising the supply chain: By analysing the reasons for returns, businesses can identify areas for improvement in product design, packaging, and shipping, helping reduce the number of returns and improve the overall efficiency of the supply chain. A report by Gartner found that businesses that manage reverse logistics in the supply chain can reduce costs by up to 50%.
Returns are a critical aspect of e-commerce websites as they can significantly impact customer satisfaction, loyalty, and, ultimately, the bottom line.
By offering a hassle-free and efficient returns process, e-commerce businesses can build trust with customers, reduce the risk of negative reviews and complaints, and increase the likelihood of repeat purchases.
Additionally, effective returns management can help retailers minimise costs, reduce logistics overheads, and improve sustainability. Given the high volume of returns in e-commerce, managing returns effectively is essential for maintaining customer satisfaction and driving long-term revenue growth.