With the boom in online sales, the numbers related to reverse logistics are also growing, which is why a good return policy is now an indispensable and unavoidable element for every eCommerce sales channel.
The numbers of reverse logistics
More than half of e-Shoppers, in fact, return a product that, for a variety of reasons, does not fully satisfy them, while 92 percent of consumers say they would complete a purchase at an online store again thanks to a more flexible return policy.
The rate of returns also depends greatly on the type of products sold. The sector with the highest rate of returns is Fashion, whose rate of items returning to the seller is between 30 and 40 percent. In contrast, the return rate for household items is about 7.5 percent; 10 percent for sporting goods while 15 percent for consumer electronics.
Managing such a high volume of orders, i.e., parcels, “returns” is therefore a big challenge for online shops that need to be able to govern their returns so as to strengthen their market presence and make their customers’ shopping experience better. Yet, nearly 55 percent of online consumers who do not make returns of purchased products say they avoid this practice because they consider it too inconvenient while 11 percent consider eCommerce return practices unsuitable.
Five practical tips for improving one’s return practices
According to a recent survey, each return costs an online store an average of €12.50. For this reason, optimizing one’s strategy by increasing sales volume and reducing the number of returns turns out to be a key factor and a real necessity for an eCommerce. Here, then, are some practical tips for improving your return policy.
1. Analyze what causes your customers to return products purchased on your sales channel.
This will enable you to intervene directly at the purchase stage, for example by supporting customers and enabling them to make the correct choice based on their needs, thus reducing the need for returns. Assisting a customer even virtually during the purchase phase will improve not only their experience, but also their trust in your sales channel.
2. Extend the period within which a return can be made.
Indeed, the Law provides a minimum period of 14 days from the receipt of the package within which it is the consumer’s right to return a product, but several studies show that a more flexible and customer-friendly return policy has a positive effect on sales and also on the rate of returns. In fact, a longer return period makes the customer feel comfortable and can lead to a reduction in the rate of returns.
3. Simplify the procedure by allowing the consumer to use the same package used for delivery for the return as well.
In this way, in addition to making an environmentally sustainable choice, the return will be more convenient for the end customer, who will not have to find a new package himself, and it will be easier for the merchant to manage the shipping, since he is already aware of the correct package size and, therefore, the related shipping costs.
4. The moment a return is made, immediately offer the customer a replacement product.
With this method, you will not lose a sale and you will streamline the process of delivery and pickup of the order. That is, the moment the customer returns the product, he/she can pick up the new order at the same time, thus also reducing the environmental impact.
5. Offer more return opportunities to your customers, for example by integrating the option of leaving the package at a Locker or pickup point.
While having to wait for a courier at home to pick up an order can be a problem for many, it turns out to be even more of a problem when it comes to having to make a return. Thanks to Lockers and pickup points for the end customer, it will in fact be sufficient to go, at the time of their choice, to the chosen point and leave the package, without having to worry about couriers and schedules. In fact, 23 percent of online consumers say they are well prepared to use this type of service to make their returns.
GEL Proximity’s new technology to support your return policy
Thanks to the new technology developed by GEL Proximity, it will be easier for you to integrate new ways of collecting returns on your eCommerce channel, such as Lockers and pick-up points, simplifying and speeding up the procedure for your customers as well, who will thus be able to take advantage of a fast, convenient and, above all, secure service.
What are the advantages for you? Simple: you no longer have to worry about anything. All you have to do is open a user account on our platform to start using our return service. In this way, every time a customer wants to make a return at a pickup point, he or she will simply have to enter his or her data on the dedicated page, choose the delivery point he or she prefers, print the label to be affixed to the package and proceed with the return.
A few simple steps that allow you and the user to enjoy a “worry-free” return experience. You can also choose to let us handle your returns only or integrate our technology regarding order deliveries as well.
If we have convinced you or if you need more information, we are at your complete disposal! You can contact us.
