Not only are people too busy to wait a week for shipping these days, but people want their transactions done with the bare minimum of fuss.
Your customers don’t want to get most of the way through the checkout and find that the purple teapot they had their heart
Or that the pricing was advertised incorrectly and it’s now 3x the price they expected. That makes for grumpy customers and nasty reviews on social media.
Or that the colour of the dress turned out to be blue/black when it was advertised as white/gold – if you catch my drift – although that one was certainly open to some interpretation.
However, when you’ve done everything in your power to manage expectations, make for a beautifully seamless transaction for your customer and shipped both carefully and in a timely manner, there’s still one final hurdle to overcome.
Returns (aka reverse logistics) – the final hurdle
Now maybe you might have a no returns policy and that’s up to you. But if you do, it could be that one little policy is seriously hurting your conversion rates.
Maybe you’ve not thought about your returns policy or process before.
So, let’s think about what else has to happen if a customer decides that their purchase is unwanted, incorrect, the wrong colour, size, or otherwise not fit for purpose, etc and you decide to accept returns.
First – it has to be as easy as possible for your customer.
They want easy and painless. They don’t want to think, read extra directions, etc. They just want it fixed fast. End of story. They want to be able to email, phone, mail, whatever is going to work best for them.
Second – you need a speedy, accurate and efficient process on your end.
After all, someone else might desperately want that particular item asap – hence you’ll want to make sure the checking and item identification process happens in a specialised returns environment. Otherwise, you might have
Third – you and your customers need
As soon as one of your products is logged as returning, and is then received, you want it correctly classified and checked back into inventory (with the corresponding customer refund or replacement), you want their account updated in real time. Customers want to know things are moving on their order. As do you.
And that’s where we can help. If you’re looking to create an even better brand experience for your customers and have upwards of 50 orders or more a month and you’re looking to make your customers