March 26, 2018
The U.S. ecommerce industry is booming now more than ever — and we’re seeing several trends on the rise. Unsurprisingly, over 215 million people were doing their shopping online in 2017, making the United States one of the top ecommerce markets in the world, according to Statista.
Companies have put tremendous effort into researching online shopping habits and streamlining processes, from purchase all the way through checkout. While online shopping is increasingly popular, it doesn’t mean that all customers are satisfied with their orders upon arrival, forcing them to go through the often painful and less streamlined steps it takes to make a return.
Many companies are taking a hard look at how they manage their return processes internally and with their fulfillment providers, so as to create a stellar customer experience and narrow in on customer retention. A successfully executed returns process can make your brand look reliable, professional and trustworthy. This Forrester study found that over 55% of online shoppers were deterred from an experience because products are difficult to return. According to comScore, over 63% of consumers read the online product return policy prior to completing a purchase. Given these trends, brands are realizing the power of return policies, even if they incur a financial cost in the short term.
Simplify the process.
Offering a streamlined returns process saves end consumers time and energy. Think about revamping the language in your policy so that it’s simple for customers to understand and requires minimal steps for them to create an RMA. As a fulfillment partner, it’s our duty to make this easy as well. Our Returns API automates much of the process and enables end customers to download return shipping labels directly. When the returns process is streamlined, it frees up resources for other work and creates a more attractive (and even marketable!) customer experience.
Make it free.
Because everyone likes free, right? In fact, over 80% of consumers are less likely to make future purchases when return shipping fees are part of the deal according to Upstream Commerce. Our technology platform can be set to provide pre-paid return labels,and with our built-in rate shopping, you can reduce spend by selecting the lowest cost service level for shipping returns back to the warehouse.
Visibility from start to finish
To close out the return cycle, consumers need to be able to track their new shipments with ease. Fortunately, our technology platform automates this, so end customers receive updated tracking information for any movement on their shipment.
To find out how we can enable a returns process and help your business win returning customers, click here.