Transform order returns into marketing strategies

All online sellers would love to not have to accept returns and all customers to be happy with their purchases. However, this is not always the case. All e-commerce must accept exchanges and returns, as established by the return management policy. But how do you turn order returns into marketing strategies?

“The customer is always right”. We cannot ignore this policy, although on many occasions, especially, small and medium-sized companies try to establish the most complicated return policy so that the customer ceases his efforts.

Something that is a mistake, because it can be counterproductive and generate a bad shopping experience and consumer dissatisfaction. Studies have shown that 21% of the time, low e-commerce satisfaction is due to a poor return and exchange policy and, at least, 19% of consumers have not made a repeat purchase from the same place because of this policy.

When we have an e-commerce, the first thing we need to be clear about is to generate some trust in the buyer. The customer must have full confidence in our products and in us. This is one of the key requirements for a customer to buy from your e-commerce again.

Many sellers encourage online shopping with cheap or even free parcel shipping and lenient return policies to entice online customers to buy with confidence.

Seeing the product, trying it and touching it is not the same as seeing it on a web page, so we need to set up easy returns. But we're going to turn the tide and treat order returns as a competitive advantagel.

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How to make returns an asset for our e-commerce?

Like any seller, we must accept returns and exchanges. Therefore, we need to turn feedback into a tool to generate trust and security with the customer. How to do it ? We explain it to you.

1. Be clear about return and exchange policies

You must explain precisely what conditions the customer must meet and if this will incur any expenses. Specify what the term is and how you should request it in case you want to return the product.

2. Analyze reason for returns some orders

This point is important, because if you know the reasons it is likely that you can remedy it. Normally, defects are one of the most common reasons customers report returning a product.

Article to read: How to improve the user experience on your website?

If so, it's best to take a look at the packaging you're using to see if it's the right size for your product and if you have the proper protective gear. Proper packaging is the best way to prevent damage to your product.

3. Include a questionnaire at the time of return

Surely, on more than one occasion, if you have ever bought online, you have noticed that in your purchase there was a questionnaire about the product in case you want to return it.

It's a way for your customers to give you certain information so you can avoid returns in the future and not have to invest in returns later and keep your customer with you.

4. Encourage the customer to come back to the store

In the case of having a physical store in addition to e-commerce, you can encourage the customer to make the return to the store, because they are likely to make additional purchases. Some companies are already doing this.

5. Returns with no charge or minimum charge

This point is considered one of the most important when it comes to generating new customers. And it is that, for many consumers who are forced to pay the shipping costs again to return a product, they end up with a bad taste in their mouth, since they have paid twice for a product that does not meet not up to their expectations and no they stayed.

For this reason, offering free or minimal cost returns is a great option for building that customer trust that is so important. It may be an investment for your business, but it will be compensated by the loyalty of this customer and all those who buy into your business.

6. Minimize the need for returns

Many e-commerce sites are investing in fitting technology and size guides to help shoppers find the right size and minimize the customer's need to return purchases. If customers make more informed purchases, returns will automatically decrease. Another advantage when it comes to customer loyalty and avoiding returns.

Conclusion

In short, even if we don't like the idea of ​​order returns, let's return it. Face and manage this process, because it is the best option to gain the trust of consumers and therefore their loyalty.

If instead of promoting a simple and quick procedure, we complicate it, we will not encourage future sales and we will not retain customers. You always have to see the positive side of things.

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