Most likely, there hasn't been a good product return. Whether a buyer orders a mobile phone or a coat, the retailer waits and hopes th...
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Most likely,
there hasn't been a good product return. Whether a buyer orders a mobile phone
or a coat, the retailer waits and hopes the customer keeps his purchase. And
while knowing that you can return an item for a refund or an exchange for
another product is always comforting, most customers would rather not have to.
Returning a goods is a pain, and often having to pack it and send it back to
the shipper requires making numerous calls to customer support beforehand.
Similarly, from the merchant's perspective, handling returns of merchandise
costs money. Therefore, it's critical to lower online returns for the retailer.
In light of
the growth of e-commerce and the prevailing consumer preference for seamless
shopping experiences, merchants have prudently endeavored to streamline their
return policies for their patrons. Those who would like to return an item can
now do so by dropping it off at the closest store or sliding the item into a
prepaid postal envelope. A lot of stores can now return the item to their
neighborhood post office or newsagent, making it even more handy. Are you
currently unsure about how to sell your goods on Amazon?
Here are a
few figures.
· Overall, 1 of 3 product in e-commerce
will be returned,
· 88% of visitors to e-commerce site
consult the merchant’s return policy,
· 66% do so before their actual
purchase,
· Only 60% are satisfied as to the ease
of finding the return policy on the merchant’s site,
· 15% of shopping cart abandonment
rates are due to the confusion of the merchant’s return policy.
Establish
a return policy (and promote it)
One of the
most crucial e-commerce metrics is the return rate in the apparel and fashion
industry. The final consumer may not be happy with his purchase for a variety
of reasons. These are a few of the reasons:
· Unmatched size
· Color that is different from the
site's photo
· The product does not look like what
is advertised on the website.
· A shift in perspective
· Order arrived too late.
· One component of the product arrived
alone.
· Not included is the product that
needs accessories.
· The goods was ordered by the wrong
person, and the requirement is no longer present.
· An unsatisfactory present that is
offered
· product damage upon receipt
· Packing mistake made by the merchant
· willingness to use the item just once
before returning it to the seller
Clarity: It's critical that your customers
understand your return policy. Keep it simple and avoid legalese when
describing how to return an item (or bring it back to the store if you have a
physical location), any associated expenses, the amount of time that must pass
between the purchase and the return, etc.
Accessibility: Provide a link to your return policy
on each product page and in the header and/or footer of your website (for those
who benefit from the return policy). Users will be reassured about their
potential purchase as soon as they realize that you accept returns.
Facilitate
the Return Merchandise Authorization (RMA) process:
You won't
have as much if you complicate the return process. Customers who want to return
items will just become more irate as a result of this (and forget that they
will come back to shop from you). If you are unable to do this through your
website, make sure that your clients understand exactly what needs to be done.
The bulk of open-source e-commerce platforms allow you to do this online
directly. Your clients may follow the progress of their product return(s) in
the same manner as they can with package tracking.
Enhance product images (pictures and videos)
The
significance of visual items for online buying cannot be overstated. Naturally,
it is crucial that the images match the visitors' expectations and be as
accurate as feasible. It is even more crucial to modify the quantity and kind
of images in accordance with the intricacy and design of the final result. If
you sell wallets or pans, your views and pictures won't be the same. If the
product comes in various colors, make sure to include an image for each color.
Without knowing what a red wallet would look like, would you purchase one?
Sales of
apparel and fashion are undoubtedly greatly influenced by the pictures that are
used to market the goods. Although consumers want product photos to seem as
lovely as possible, over-editing them to make them appear different from what
the product truly appears like could result in customers returning the item
because they are unhappy.
For a
purchase with a prior sense of contentment, high quality photographs that may
be zoomed in to analyze the finer features of the clothes or fashion accessory
are a required prerequisite.
Thorough
product descriptions
Make sure
you read the product description carefully. Similar to images, the description
must be modified based on the product's intricacy and typology. A product's
need for information to be provided to potential customers increases with its
complexity. Since they won't be able to hold it in their hands, it needs to be
as pertinent and accurate as possible. Consider what information your customers
might need to know about the product. Saying more is preferable to saying too
little. Additionally, your product will go farther in description and depth the
more sophisticated it is. You want to incorporate this into your Amazon
strategy plan.
View
Customer Reviews
We are aware
of how crucial comments made on e-commerce websites are to increasing
conversion rates. It's also a smart strategy to prevent product returns. In
fact, certain comments—like those on size, color, comfort, or utility—can
provide buyers with insightful information. Additionally, since your clients
labor for you, you are idle.)It's preferable to have sensible cues if you can
modify the comment forms to fit your product typology. Customers can provide
comments on the product's width, comfort, and size (big, small, or normal)
through the majority of online stores' customer feedback systems. Briefly put,
the queries that come up when buying things online.
Putting
in place a FAQ (Frequently Asked Questions) for the product
Make an
effort to compile all of the most often asked questions by prospective
customers and post them on the pages of each product in question. Someone who
is interested in the product may hesitate at first, but if his questions are
answered, he will be more likely to make the buy.
Even though
the pictures could seem attractive and accurate to the real thing, it's
preferable to explain the product's materials or a related user experience.
Previous knowledge or a recommendation is probably going to reduce the returns
due to quality dissatisfaction.
The
option "Test before buying" without making a purchase
This idea is
more appropriate for light products with large margins (because of the high
cost of returns) and small retailers than it is for other product categories.
Choose things that your clients may take home and test out, if you have the
financial means to do so (fashion and eyewear businesses have begun to adopt
this strategy). They can send you the rest and only pay for the one they wish
to keep. Some retailers only provide their VIP clients or members of their
loyalty program access to this feature. Giving away free samples is another
effective strategy for retailers in the cosmetics industry to lower the rate of
return on subsequent sales of the relevant goods.
Demo
programs are also an excellent method to cut down on returns for things that
are almost mandatory to test before you buy, like tennis rackets. It's still a
useful strategy for keeping clients.
Customized
product recommendation wizard
If you are
an online fashion merchant, you might know better than the buyer what to
recommend depending on their size and specific interests than if they look
through the entire inventory. A customized guide that gathers information from
the client according to their needs and preferences may be perceived by the
client as a more satisfying purchase.
Take good
care of the packaging.
During
transit, cartons may be handled incorrectly. particularly if you sell overseas
or use multiple carriers. Consider the route that your packages have taken. If
any of the products within are fragile, it is vital to take into account the
possibility of damage. It is evident that shipping accounts for a significant
portion of an online business's expenses, with package weight and size
influencing the final cost. Try to oversize your packages if at all possible,
or use appropriate materials to cushion and shield them from shocks. It is also
a good idea to put a sticker on the container to let the carrier know that the
contents are fragile.
Provide a size guide.
This is a
tactic that is increasingly used on e-commerce websites that offer clothing and
footwear. One of the primary reasons products in this industry are returned is
a mismatched size. You can prevent users from selecting a size that ultimately
does not fit by instituting a sizing guide specific to a brand or product. It's
a huge pain with all the possible morphologies. There exist companies that
specialize in technology that enable users to locate products in a store by
using Big Data and a preliminary questionnaire that precisely match their body
measurements. However, these solutions are primarily "reserved" for
major retailers (perhaps because of setup expenses).
In contrast
to electronics, where product details are easily comprehensible, clients in
this case are more clear about what they want to buy. Customers still mostly
rely on product returns for clothing and fashion items if the item doesn't fit
properly. Have a size description that is as precise and thorough as you can to
get around this.
Prompt arrival and excellent service
No matter
the niche that applies to the fashion industry, prompt delivery and excellent
customer service are essential to keeping customers happy and preventing
returns of goods.
Consider
guest posts
You can have
genuine testimonials from satisfied clients by using the guest reviews. Plus,
it's a great opportunity for them to support one another!
Examine
your merchandise before to shipment.
Make sure
the product is shipped correctly and in pristine condition. In the event that
the goods is already damaged, it will be returned automatically and require
your time and attention. Prior to transmitting, exercise caution.
Make your
purchasing tunnel perfect.
To ensure
that the customer has not added a product he did not intend to order, think
about creating a thorough summary cart before placing the order. It may be
worth it to have one last look before paying.
Make use
of various mannequins with various sizes.
When
marketing clothing, make an effort to portray the items as they would actually
seem on a real person. You can accomplish this by photographing them on
mannequins that vary in size. Stated differently, mannequins featuring varying
dimensions and genders viewed from various perspectives. Regardless of the
mannequin's measurements, the aim is to have one that matches the customer who
views it.
Acknowledge
your errors and move on.
When a
product is returned, make an effort to identify the issue and fix it. If a
product is being returned frequently, you should think about taking it off of
your catalog, investigate the reason(s), and provide your customers an
alternative. Make the necessary corrections as soon as possible to get it taken
out of your store. It is preferable to let buyers be let down by "no
stock" than to have them purchase the item and then send it back. This is
how you can win the Buybox and prevent returns.
With these
simple tips, returns are simply avoided. How about returns of products and your
shop? How do you deal with them and stop them from happening frequently? There
are a number of reasons why e-commerce in the fashion industry is more
vulnerable to returns than other niches. To improve Amazon business strategy
and lower online returns, the aforementioned considerations must be made.
Read More:
10 Amazon FBA Errors That Are Reimbursable
Use These Easy Steps to Remove Negative Reviews on Amazon
Decoding Amazon RMA: The Complete Manual for Handling Returns
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