How to manage returns in e-commerce

It is a reality that stores and individuals who sell online have to deal with. Digital commerce involves not only sending the order. In some cases, it also involves receiving it back.

The mechanics of online shopping – the fact that the buyer often only tries the product in person after receiving it – inevitably lead to this. And an effective strategy for dealing with these cases can make the difference between a returning customer and an unsatisfied customer.

In this article, we will explore some important recommendations on how to achieve better returns management in your online business.

The issue of returns can be a headache for a company. A returned item represents, among other things, costs: in terms of transport, the labor needed to process returns, etc.

Unlike logistics in the conventional sense, from seller to buyer, reverse logistics may require different treatment for each specific situation: for example, whether it is a defective item, an incorrect order, etc. It is a process that requires time and work.

Moreover, if the experience is negative, it can seriously undermine your company’s relationship with the customer and create a bad impression.

The good news is that not everything is bad: like all challenges, this is also an area that can be improved and reward your efforts.

There is value in seeing returns as an opportunity to demonstrate the value of your service. After all, the cost of a return is minimal compared with the value of keeping a customer. A good experience can do a great deal to build or strengthen your company’s image, just as a bad experience can damage it irreparably.

Speed is, as in other aspects of a business, an essential factor. From the customer’s point of view, delays are inconvenient. Statistics show that people are significantly more likely to shop again with a company if the return is quick. From the seller’s point of view, there are good reasons to put the item back on the market as quickly as possible, rather than leaving it to occupy space and time.

Another priority is making sure your customers understand how, when, and under what conditions they can return a product. Obscure or complicated return policies must be avoided. A large proportion of people reads the return policy of a store before buying online, and providing a simple and easy process is essential. It even happens that extending the return period reduces the number of returns, possibly because the customer does not feel pushed to act urgently and has time to try the item more carefully and form an opinion.

It is also important to identify the reasons why your customers return products. All information, such as the presence of defects in items or even errors in the size ordered, can give you valuable information about the customer or about weak points in the company.

The distinction between controllable and uncontrollable returns helps outline a strategy. Uncontrollable returns are due to factors that cannot be avoided. For example, when someone orders a clothing item in the wrong size. Controllable returns are due to factors that can be improved, such as misunderstandings caused by incomplete product descriptions on the website. It is impossible to eliminate returns completely, but efforts should be made to reduce controllable returns.

The main strategy in this regard is to provide clear and detailed information about the products. Options include:

• Demonstration videos showing the product in operation.
• High-quality photos showing different angles and colors that match reality.
• Detailed descriptions, including dimensions, materials, compatibility, etc.
• Customer reviews and frequently asked questions, which will help clear up doubts and increase confidence in the item.

The InPost service includes an easy and practical reverse logistics system, based on our extensive network of pickup points.

This approach stands out for:

• Being an innovative, fast, and eco-friendly solution. The InPost approach is perfectly suited to online commerce. It avoids many transport complications and delays, is efficient and produces less pollution.
• Convenience for the customer. One of the main reasons for the popularity of our service is its convenience and flexibility for the customer.
• Ongoing support. Our customer support service is available to senders and recipients at every stage of the process.

Returns can be a point of distinction and advantage for your store. An effective strategy at this level can make a decisive difference. Those who sell online should pay attention to the returns policy and its processing.

InPost represents an approach to reverse logistics that simplifies the matter, both for you and for your customers. Visit our website to find out more about us and start turning every return into an opportunity for your company.