Cancellations and returns are one of the main problems of online trading. They lead to loss of profit, additional costs for packaging, delivery, and storage in the warehouses of postal operators. Not to mention the fact that the goods may be returned damaged. How to minimize such situations and the losses that have arisen, experts from the e-commerce development company say.
Indisputable Facts
The buyer has the right to return the goods and their funds. The timing of this process depends on the laws of the country in which the business is registered. If this is an international company, then the laws of the country in which the buyer is located are taken into account first of all.
The second fact, which has been proven empirically, is that about 10% of online orders in online stores remain unclaimed or are returned by customers.
The main reasons:
- impulsive orders;
- high competition with a similar range;
- ease of order cancellation;
- insufficiently fast order confirmation;
- defective goods or characteristics do not match the picture;
- unsuitable size;
- force majeure.
Working Tips For Reducing The Number Of Returns
Please note that the seller is not always to blame for the return, and not always the buyer. The truth is somewhere in the middle, but an experienced business owner will try to minimize these processes, which allows you to maintain profits and profitability in general.
Working tips:
- complete and reliable information about the product – dimensions, dimensions of the equipment, and length of the product. Make video reviews, indicate the height of the model;
- more photos of the product – the buying process should be conscious;
- customer reviews are your best advertising;
- online consultations – will increase trust in the store, reduce the likelihood of returns;
- communication with the client – communicate and do it quickly and immediately. Otherwise, you will lose a loyal customer. But at the same time, do not “bother” the client. No need to call at every stage of the movement of the goods.
Combating Consumer Extremism
Sometimes the buyer’s goal is to use the product once and return it. Sometimes they even replace the original with a fake. Protection methods:
- strict return requirements;
- special labels are often hung in prominent places. No label, no refund;
- complicated and inconvenient return conditions;
- all return requirements must be spelled out in the store rules;
- and the opposite recommendation is to simplify the return process to form a loyal audience. In this case, 92% of customers return to the online store.
Each business owner chooses methods to minimize returns independently. But it is important to remember that the buyer has the right to refuse an order, return the product (except for some types).
And Finally, Let’s Sweeten The Pill
Return does not mean breaking off relations with the buyer. General recommendations for running this section of the business:
- high level of service;
- full information support;
- evaluation of the return policy and correction of the general course;
- control of deliveries to exclude defects and returns due to the seller’s fault;
- avoid conflicts;
- care about your reputation;
- comply with the rules and regulations of online trading.
Remember: the main goal of an e-commerce business is not to fight with the client, but to build long-term, trusting, and mutually beneficial relationships with them.
