Product returns are a very crucial matter for retailers and buyers. Buyers want great returns policies to protect them against wrong purchases, while online retailers do all they can to reel in buyers and foster good relationships with them, while making profit.
And of course, both groups don’t want their transactions to result in returns because of the hassle. This is why online retailers need to come up with all sorts of strategies to help make certain that buyers are making informed choices when buying from them.
If you are having issues with returns management services and product returns, below are practical strategies that can help you out.
1. Post clear and detailed images and descriptions.
Make sure that your images are clear and can be zoomed in. It also helps if you post product images taken from different angles and while in use. Adding a short video of the product in use is also a great idea. Detailed and accurate descriptions and specifications are likewise vital. Aside from the product copy, include details about the materials used, construction, quality, and weight, as well as care and maintenance instructions.
2. Ask for customer reviews and feedback.
This will help consumers make more informed choices when buying your products, and provide you valuable insight you can use for modifying product descriptions and products specifications. For example, if a lot of buyers are commenting that they don’t particularly like the shoelaces on your new sneaker release, you can take immediate action and change the laces on the remaining sneakers so future orders won’t have those laces.
3. Consider online fitting tools.
If you mainly sell clothing in your online store, shoppers who purchase multiple sizes to see which one fits and then return those that didn’t are among the biggest challenges for preventing returns. That being said, having an online fitting tool will help shoppers better gauge their size and help prevent product returns.
4. Ensure that your returns policy is easy to understand.
Post your returns policy everywhere on your site and make sure that it’s clear and easy to understand. If shoppers are aware that you don’t do returns because “they changed their mind,” they will be more careful when choosing their purchases.
5. Consider offering live chat.
Offering live chat to your customers will help you serve them better and give them the opportunity to have their product questions answered in real time. Aside from giving shoppers the confidence to convert, this will also help minimize product returns.
6. Leverage returns analytics.
More and more online retailers are relying on data to make more informed merchandising decisions. However, not all of them are using the most valuable source of information, which is data from product returns. When you listen to your customers’ feedbacks, take note of the most returned products, and apply data analytics, you gain crucial insight into what your customers really want.
Put simply, doing some practical tweaks in your operations to minimize product returns benefits everyone — shoppers that purchase the right stuff the first time around and you, the online retailer that fosters repeat business and reduces returns costs.