An efficient and cost-effective returns process is key to e-commerce

54% of online shoppers do not complete their purchase if they are not guaranteed a good returns system.
So says a study by MRW, which emphasizes the need to ensure an efficient and cost-effective returns process for e-commerce.
The importance of facing this new challenge is evident if we look at the figures for online commerce.
In recent years it has not stopped growing.
66% of Spaniards say that they shop online at least once a month and the average number of returns is 10%.
A high percentage that doubles during the sales.
For all these reasons, customer satisfaction and, more specifically, the good management of returns and their reduction, has become a key element for online sales companies.
Efficient customer service is vital to reduce the rate of returns.
The clearer a company’s policies are in this regard, the less likely they are to be misunderstood.
Access to product information and everything involved in the purchase or return should be quick and easy.  

Tips for managing and reducing returns

Returns policy should be a priority

If the marketing and or management of delivery service providers is important, the return policy is no less important.
Therefore, the more detailed and clearer your return policy is, the fewer problems will be generated.
There is no customer more dissatisfied than the one who sees that his expectations did not match reality.
Therefore, if the return policy is clear from the beginning, there will be fewer dissatisfied customers and we will reduce negative reviews.
We must establish strict rules about what can be returned and what cannot and be totally transparent about the costs of each return.
In this way, we will also reduce the increasingly common practice of buying more products than you need and then returning them.
The return policy should always be at the forefront of the website and should be repeated throughout the entire purchasing process.  

Ensure an efficient and cost-effective returns process

From start to finish, the return process needs to be as simple as possible for both buyers and the company.
Customer returns affect both digital inventory and accounting, directly impacting the items the store must display.
Therefore, it is critical that inventory management is effectively aligned with your returns.
If we display more or fewer items than we actually have customers will be disappointed.
Another important factor is the partner we hire for returns.
We should look for a courier service with the best reviews, which provides detailed tracking information, so that both the company and the customer can follow the status of the return.
Pricing is another factor.
As we have seen, returns grow every day and multiply during sales.
Therefore, it is essential to hire a delivery service with affordable prices.  

Improve communication

Customers should receive updated information every time there is a change in their account, from the beginning of the purchase process to the time of processing the refund.
The best option is a courier service with real-time information for both deliveries and returns.
In this way, customers can take the initiative in tracking their purchases and returns and not depend on updates from the company.
Whether by SMS, email or social networks, it is essential to maintain fluid communication.
It is also very convenient to send a request for feedback to customers, once the whole process has been completed.
Their opinions not only give the company a competitive advantage, but will also be very useful when designing its future strategy.  

Detailed product information

The more accurate and complete information a buyer has about a product, the more difficult it will be for the product to fail to meet his expectations.
Inaccuracies are the shortest way to complaints.
Therefore, uploading videos and photos of every detail of the items for sale or detailed descriptions will greatly mitigate the risk of returns.
Among the information we should include are the weight, dimensions, materials, color, a size guide and, fundamentally, the return policy.
With all this information, the customer will hardly be able to falsely allege that the product does not comply with what was advertised, since the company will have evidence to correct it.
In this sense, an efficient and friendly customer service will also go a long way in reducing returns.
Being available to answer all questions from prospective buyers will go a long way toward making the customer experience exceptional. [:]