Today’s consumers expect a smooth, friction-free journey from the moment they visit a retailer’s web shop to the moment their order is delivered and, often, beyond.
Ensuring a positive shopping experience is good for business. Satisfied customers often become loyal customers, returning to the same retailer time and time again. If they’re impressed with the service, they are more likely to recommend the retailers to friends. So retailers should take steps to provide that positive experience at every step. And that includes the returns process.
Three quarters of retailers agree that returns are a necessary evil – hardly surprising, given one in five online purchases will be sent back. This guide explores why it’s vital that retailers pay as much attention to their returns process as they do to ordering and delivery. For many this may require assistance from a trusted third party.
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