Instead of being furious at customers who send back their purchases, you should make it easy for them to do so. Not only is it a good business practice; it helps build customer satisfaction and confidence.
There’s always happiness when wrapping and packing a customer’s purchase. At this point, you can congratulate yourself for an effective marketing campaign. However, that’s not how it plays out sometimes. For one reason or another, you will have some of your customers returning their purchases.
Research indicates that you’re likely to have about 30 percent of your online sales returned to your store. Such a development only serves to emphasize the need for a returns management program. Only by getting to the root of the problem can you create a lasting solution.
Collect and Examine Data
There are many valid reasons why customers opt to ship back an item after making a purchase. The product could have been damaged en-route, or you could have sent the wrong item. An automated system will help you keep a detailed record of all the returns for a quick analysis.
By understanding why people send back their purchases, you can improve your shipment routine. For instance, if you’re continually mixing orders, you can take proactive measures to streamline the process.
Create a Flawless Returns System
Customers are quite skittish when shopping online, and in most cases, they need some level of assurance. Money-back guarantees often placate these fears. The last thing that customers want is to be stuck with items that they can’t use.
Making it easy for disgruntled customers to return their purchases goes a long way in building your business credibility. It might prompt them to buy from you again. It also lets you correct any mix-up efficiently.
Although you might not be happy about customers returning their purchases, you should not hold it against them. Instead, you should make it easy for them because doing so creates an excellent reputation for your business.