eCommerce Returns Rampage!
How does your e-commerce business manage online returns?
Your eCommerce return policy can play a vital role in customer loyalty. Because customer satisfaction is so vital, it’s important to provide clear instructions for customers that want to return purchased merchandise.
Here are a couple points to keep in mind when creating your return policy:
- A hassle-free returns policy
Keep a simple and hassle free policy that makes it easy for your customers to return merchandise. This will help you gain loyal repeat customer who will most likely coma back to purchase from your site again.
- Pay the postage costs
I love to hear the word free. This could be an expensive idea for some companies, but it’s difficult for a customer not to buy something they’re on the fence about. Zappos is a great example!
- Display the returns policy clearly
This is an easy dealbreaker for many online shoppers. Make sure your return policy is visible throughout your entire website, so customers feel that they have have nothing to worry about.
- Include returns instructions in packages
This is another way to keep things simple so customers don’t have to search through your website, or call customer services to find out how to handle their return.
- Keep customers informed
Communication is the key to success. It’s important to keep your customers informed when their returned item has been received, and when a replacement will be sent out, or the refund paid. This will save customers time and aggravation because they won’t have to call to find out the status of their return.
Check out this great infographic from Visualizing.org to learn about about why customers return products and how you can reduce your number of returns while improving customer experience.