Returns Management | Fulfillment | Logistics | E-Commerce |
For online retailers, returns are a major challenge that require more costs, time and planning. Keeping the returns rate as low as possible is therefore the declared goal of all e-commerce entrepreneurs. We give you important tips on how to reduce returns and also show you how to increase customer satisfaction by processing returns professionally. After all, returns management has become an important key success factor in e-commerce. To ensure that customers get their money back as fast as possible, online retailers are ahead of the game with well thought-out returns processes and digitized workflows.
1. Detailed product information with photos & videos
False expectations generate returns. If customers don't get what they want, they return it. The more accurate your product information, the fewer the returns. For textiles, it means describing materials and fits accurately. If items are larger or smaller than usual, this information is important. In addition, high-resolution photos and videos prevent misunderstandings and thus returns.
2. Artificial intelligence-based purchase recommendations & digital processes
The better the purchase recommendations in your store, the lower the return rate. Professionals use recommendation engines for this purpose. These artificial intelligence-based, self-learning algorithms generate precise purchase recommendations for your customers. Do you have real-time access to your inventory, order and returns data? Only a fully automated real-time data exchange between ERP, online store, marketplaces and stock management enables you to recognize changes in returns behavior immediately and react quickly. Digitized workflows also ensure that your customers get their money back quickly.
3. Comprehensive customer service
Live chat functions or telephone advice from qualified service agents play an important role in avoiding returns. This is because many customers have questions that they would like to clarify in a personal dialog despite a comprehensive presentation in the online store. Ideally, perfect customer care services can not only prevent returns, but also exploit cross-sell and up-sell potential.
4. The last mile to the customer
Whether toys, electronic products or luxury lifestyle items - Fulfillment plays an important role in reducing returns. Quality assurance before shipping has a major impact on the return rate. Here, for example, it should be checked whether the products are shipped in the right size, color and in perfect condition. If customers receive an incorrect or defective product, not only will they return it, but they will probably not buy again. Another point that is often underestimated is the packaging. The more individual and high-quality it is, the lower the return rate. Whether you ship your goods in a plastic bag or in an originally wrapped can makes a big difference. The unboxing directly influences the return rate.
Those who have their return rate under control benefit from higher net sales and top ratings.
Would you like to learn more about our Returns Management?
Then contact Ute Weickel-Oudot (ute.weickel-oudot@pvs-europe.com) or Philip Lenz (philip.lenz@pvs-europe.com).