Product returns are a part of the e-commerce space. If you run an e-commerce store, you will have to deal with the horror of product returns. Did you know, at least 30% of the products ordered online are returned? (Source: Invesp) Though e-commerce returns cannot be eradicated, it can be controlled. In this article, I present you the 6 simple tips to reduce your eCommerce returns.
Before I start, let’s first try to figure out some of the reasons why customers place a product return request.
1. Product ordered is incorrect
2. Product has a size issue
3. Product delivered is defective
4. Product failing to match customer’s expectations
The above-mentioned reasons are very commonly found in every e-commerce store. Considering the reasons, let’s now try to understand how you can reduce the product return rate on your store.
Briefly describe all your products with accurate information. Do not mislead your customers into believing something which the product doesn’t hold true. Provide them a clear idea of what they will be receiving. Be specific about measurements.
Unlike physical stores, customers cannot touch a product when they shop online. So, ensure you are providing a detailed description if you do not want to face the product returns.
Reviews play an important role in the customer’s decision-making process. The chances of a consumer making purchases almost get doubled if the product they are thinking to purchase has ratings defined. Ratings help consumers get an idea of the product, whether it is worth buying or not. For example, a product having a 4+ rating(out of 5) will capture less returns as compared to a product having a rating around 2 or 3.
Apart from ratings, allow user comments as well on each and every product. User comments help consumers know the reviews of the people who have purchased that product. Well yes, there will be some negative comments that can discourage a consumer from buying the product but the positive comments can boost confidence in a consumer and encourage them to go for the purchase. Either way, you will at least, create an environment that will less likely attract product returns.
Product photos create a picture in the mind of consumers about how the product will look when they receive it physically. It is the primary reason why customers opt for the purchase in the first place.
Low pixel photographs can restrict a visitor from buying a product. Also, if there’s a color difference between the product listed on the store and when a consumer actually receives it, the possibility of customer returns increases.
Make sure to use high-resolution photos to eliminate color differences. Also, do not over-edit your product pictures.
An incorrect sized product is one of the major reasons for a customer placing a return request. Place size guides on every product page to avoid confusion regarding the product size. Consumers want to be sure about the size before they finally confirm the order. Hence, having a proper size guide decreases the possibility of a product return.
One of the best ways to reduce your eCommerce returns is by knowing the reasons behind the return request. Ask your customers why they are placing the return request and try to rectify those issues. It builds a communication medium between the customer and the merchant.
In your product return form, provide an option where customers can mention their issue. In fact, add some of the common return reasons on your own so that customers can pick it easily while placing a return request.
A customer might have n number of questions after receiving the product. It can be about an issue in the product or maybe he or she wants to clear some of their doubts regarding the product.
Excellent customer service is highly important to address the issues of your customers. Failing to do so results in the product return. Ensure you provide sufficient mediums to your customers to connect with you. Also, resolve the customer queries quickly to avoid the possibility of return.
Genuine problems in a product should surely be considered for a return but you should pay focus to the issues that can arise the product return possibility. You cannot do anything with what’s not in your hand, but whatever can be done from your end to avoid e-commerce returns, you must do it.
Reducing your e-commerce returns even by a slight margin would help you save a huge operational cost. Follow these 6 tips to reduce customer returns on your e-commerce store.
Finding it difficult to manage your e-commerce returns?
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