Providing a Better Returns Experience for Your Customers
The returns experience can affect whether customers keep coming back to your business. In fact, 73% of consumers said the returns experience affects whether or not they would keep shopping with a brand. The cost of a return to your business doesn’t compare to losing a repeat customer altogether. Customers want an easy to use and quick returns process, so they want to have a range of returns options so they can choose the most convenient method for them. The key thing is that returns aren’t a hassle. They also want to know when they will get their refund so the process for refunds needs to be as efficient as possible. 88% of customers would limit or stop shopping with a merchant that took too long to process their refund, and 77% are less likely to recommend a retailer if it takes too long. You need to offer customers a quick and easy way to make the return, whilst making sure your internal process is quick to avoid losing customers altogether.
It’s also important to consider your international customers when you are improving your returns experience. Different countries and markets have different preferences. For example, consumers in France mostly prefer a drop off location, whereas in China they prefer parcel lockers. Understanding the markets you are selling in and offering a wide breadth of returns options will ensure your international customers are happy, even if they do have to make a return.
Find out about our global returns portal that enables customers worldwide the ability to process a return in under a minute, with a range of returns options and full tracking.
When it comes to the cost of returns, and deciding whether or not to offer free returns, it’s important to fully understand how much returns impact your bottom line. You must consider the cost of reverse logistics, as well as the man hours your Customer Service and Warehouse teams spend managing returns. 79% of customers won’t purchase from an online store that charges return shipping fees, so if your calculations can make it work then offering free returns may be the best route for your business. Plus, you may get a sales boost from doing this that covers the additional cost to your business.