Returns are a daily task all eCommerce businesses have to manage. With so many more purchases made during the holiday season, product returns increase once the new year rolls around. 34% of Americans who receive gifts during the holiday season return or exchange them right after the holidays. This leaves retailers with the pressure of handling an influx of customer requests through reverse logistics and ensuring these customers continue coming back in the future. Here are some tips to help your business successfully manage holiday returns.
Anticipate high returns
December 26 has now become one of the biggest retail days of the year. Gift receivers flock to retailers to exchange all of the unwanted gifts they received over the holidays. But the returns don’t end there. 55% of holiday shoppers return gifts a month after they received them. Is your business prepared to handle these requests? If not, you may need to recruit some professional help.
Businesses that are most afflicted with high holiday returns are fashion and clothing retailers. Many of these consumers make returns for simple things like incorrect fit or color and are looking to make an exchange. 62% of eCommerce returns are accompanied by an additional purchase. It’s important that your online store is ready to handle these. Make sure your merchandise is still stocked up to take care of these exchanges after the return is processed. Customers are likely to take their business to another store if your items are out of stock.
Develop a solid returns program
Although reverse logistics is a significant part of the retail business, many business owners don’t think about it until the return request comes in. And by then, it may be too late. Before a customer makes a purchase, they generally take a look at the return process. This is why a strong and clear holiday return policy is so important for both the customer and your entire operation. Will you cover the cost of the return shipping? What is the expected wait time the customer should expect for a refund or exchange to process? All of these questions should be answered in your policy.
Once your items return back to the fulfillment center or your in-house storage, your product should go through a detailed process to determine any damage. Based on this, you or your shipping partner will then restock the returned item and immediately begin processing the corrected item for the exchange. Efficiency and accuracy in this process are imperative. Customers expect their returns to happen quickly and their exchanges to be sent out immediately. If you fail to provide exceptional customer service and handle their returns in a timely manner, you could lose the customer forever and end up with bad reviews.
Provide excellent customer service
Returns are an opportunity to turn a one-time shopper into a loyal customer. Providing the best customer service, especially during the holidays, is the key to increasing customer loyalty. Offering things like free shipping on returns is a great way to show the customer that you care. Consider adding an FAQ section specifically about holiday shopping including returns, refunds, and exchanges. Customers may be able to answer their questions before they have to pick up the phone or send out an email to your team. This could cut down on your time and give the customers the immediate answer they’re looking for.
It’s likely that you may also have to deal with difficult customers. Focus on being positive, clear in directions and policies, and be flexible with their situations. Customer service during returns can be the factor that determines whether your customer stays with you or goes to a competitor.
Every eCommerce business needs a solid return management strategy to be successful during the holiday season. Working with an outsourced partner can help your business run smoothly the entire year.
DISCLAIMER: This article was written by a third party contributor and does not reflect the opinion of Born2Invest, its management, staff or its associates. Please review our disclaimer for more information.
This article may include forward-looking statements. These forward-looking statements generally are identified by the words “believe,” “project,” “estimate,” “become,” “plan,” “will,” and similar expressions. These forward-looking statements involve known and unknown risks as well as uncertainties, including those discussed in the following cautionary statements and elsewhere in this article and on this site. Although the Company may believe that its expectations are based on reasonable assumptions, the actual results that the Company may achieve may differ materially from any forward-looking statements, which reflect the opinions of the management of the Company only as of the date hereof. Additionally, please make sure to read these important disclosures.
How Much Do We Know About Sustainability: The ESG Culture LAB Report
From the results that emerge from the Eikon Italia survey, although citizens have only a partial vision of sustainability, more...
How a Newly Launched Bitcoin ETF Is Seen by Investors
The Bitcoin ETF Token (BTCETF) is a project issued on the Ethereum blockchain. Its native token is BTCETF and is...
Walliance Buys Lymo, the First French Real Estate Crowdfunding Platform
Walliance, with the inclusion of Lymo Finance, has solidified its position with over €160 million transacted, boasting around 98,000 registered...
Mediquo Is Committed to the International Market and Aims to Double Sales in 2024
Mediquo makes it possible for any healthcare professional to care for their patients via chat. Last April, the Catalan company...
Why the Agrifood Industry in Morocco is a Strategic Challenge
The organization of an international agrifood trade show in Morocco would be a key lever for stimulating local exports and...
Crypto1 week ago
Bitcoin ETFs: US SEC Continues to Stonewall
Impact Investing2 days ago
Green Bonds and Energy Transition Create ESG Opportunities for Investors
Crowdfunding2 weeks ago
Real Estate Lending Crowdfunding Portal Leone Investments Surpasses 5M Raised
Impact Investing1 week ago
ADM Launches Regenerative Agriculture Program in Brazil