The Returns process

The rise of eCommerce makes shopping the easiest and most convenient it has ever been. Customers can order anything they want, sitting in their homes with the click of a button. With this, there has been a parallel increase in the amount of product returns that customers are seeing, and rates are rising to as high as 30%. Returns may be caused by several factors, as customers cannot physically see or try a product before buying from an eCommerce site.

The rise in returns can be different for online retailers as reverse logistics can be complicated, time consuming and also pricey. Despite this, it is key businesses offer reverse logistics to ensure they retain customers and increase customer satisfaction.

The Importance of a Clear Returns Policy

In order to avoid questions and confusion from customers, you need to set out a clear returns policy for customers to follow, and this will also ensure customers don’t return any broken items/ late items. The returns policy is a security blanket for customers, as well as for your business to ensure that there are rules when buying items.

Your returns policy needs to include:

• How long a customer must return an item.
• What condition must the product be in?
• What method of refund do you choose?
• Do you offer exchanges?
• Does your return cost money?

If a shopper fully understands your return policy, they will have more confidence in their purchase and more trust in your business.

Streamlining your Returns Process

There are several ways your business can make the returns process as easy as possible for your customers, as well as making it as easy and cost efficient as possible for your business.

1. Make it as easy as possible

Use clear and simple language to ensure all customers understand the returns as much as possible. Don’t use jargon, or complex phrases when stating your returns policy. Make sure your returns process is as smooth and hassle-free for customers too and can be done in very few steps.

2. Make it easy to find on your website/ socials

Ensure customers can easily find your returns policy on your website and social media. Make sure it is not hidden away and is clearly labelled for them to find. Consider having a full FAQs page with a section dedicated to returns.

3. Provide multiple returns options

Make your returns as accessible as possible by offering multiple ways to return. Allow customers to use several couriers and be able to drop off items at their local post offices and shops.

4. Efficiently track your returns

Make sure you have a smooth process in place for when returns come back to your warehouse to ensure they can be checked as quickly as possible and allow customers to get their money back ASAP.

5. Encourage gift cards and credit notes

A great way to keep profits as high as possible for your business is encouraging customers to get gift cards and credit notes rather than full refunds. This is the best way to retain customers and can be beneficial in holiday seasons like Christmas, when you may have a high level of returns.

6. Partner with a 3PL

The easiest, cheapest, and most efficient way to handle your returns is to partner up with a 3PL company who will do it all for you. 3PL companies will offer a range of reverse logistics options to ensure both you and your customers have the most streamlined process possible. When your customer decides to return an item, they can send it off to the local post office and once it is back at your chosen 3PL warehouse, it will be checked and popped back onto the system in order to be sold again. Your customer will then be notified and receive a full refund. Returns can be made simple with 3PL.

Partner with GNOC

Here at GNOC, we want to help make your reverse logistics as easy as possible and keep your customers as happy as possible. Why not leave the logistics to us and begin to focus on other areas of your business ti grow. We prioritise you and your customers, and by partnering up with us, you will begin to see customer satisfaction begin to increase.

Why not make life easier and find out how to partner up with us today? It has never been easier, just fill out our form here and let us know all your needs and we will be in contact with you.