OPTIMIZING FULFILLMENT – Part 2: Become a Master of Returns

 

Submitted by DM Fulfillment - January 03, 2022
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It’s not only about what’s going out. It’s also about how you handle what might be coming back in. The average ecommerce returns rate lands around 30%...don’t let failed reverse logistics be your demise.

Understand your customers’ expectations


With shipping rates at an all-time high, you may need to adjust your pricing strategy to meet free return expectations and avoid missing out on sales.

Clearly communicate your policy


Don’t make them hunt for it. Don’t create more questions than answer. Give clear instructions on how to return items and define the timeframe for returns and refunds.


Make it easy


Simplify the process by providing return labels in the box and offer convenient options like return in store or to a 3rd party who can reduce your shipping costs with bulk returns…think Amazon/Kohl’s partnership.


Use returns to build loyalty


According to Zappos, those same customers are also the ones that spend the most money at Zappos and create the most profit. Customers who trust your returns process and the ease of it are likely to return and become loyal customers.

Have a process for reselling or donating rather than wasting


Consumers today are increasingly eco-friendly and look for brands that promote and support their values. Consider how this can be used to your advantage when creating your returns strategy.  


Avoid returns to begin with


Focus on publishing good product content like accurate sizing charts and detailed photos and videos to help prevent returns.  

 

Sources:
www.invespcro.com/blog/ecommerce-product-return-rate-statistics
www.digitalcommerce360.com
www.strategy-business.com/article/The-rise-of-the-eco-friendly-consumer