For 91% of customers, a return process is an important factor when making a decision about future purchases. If the process is difficult for them, they won’t return back.
The risk of shopping via the internet is that a customer can’t touch the product and may have to return it. The return process is an unpleasant thing, and if the process is problematic, the customer might think of purchasing goods at some other retailer. On the other hand, if the customer is satisfied with the process, for example, he is reimbursed for returning postage charges, he will spend from 158% to 457% more in the next two years.
E-shops intuitively try to minimize the number of returns, yet western markets show that returns on the other hand are increasing. Therefore the right strategy is to face the problem and try to make the return process efficient and keep the customer satisfied. A simple return process can increase customer confidence and ensure that they will be willing to order more products in the future. Simplifying the customer’s return can be approached in several ways. We’re going to dig deeper into this topic in the future, in the meantime the following insights should be considered:
Many Czech e-shops still don’t see return policies as a key to increase their revenue. However, with growing competition, it is only a matter of time when it will become necessary to take further steps to maintain the loyalty of our customers.
Karolína Alvaradová – creates a perfect return process at Retino