E-Commerce Shipping: The Importance of a Hassle-Free Return Policy
While no one really likes the process of managing returned shipments, making it a positive experience for your customers can lead to improved customer relations and likely, more sales in the future. While it may seem like a headache, offering a simple, seamless experience will be well worth it in the end!
Follow Unishippers’ tips on how e-commerce shippers can offer the most positive return experience:
- Keep it simple — While “no questions asked” returns may feel like a heavy commitment for small and mid-sized business (SMB) retailers, a hassle-free return experience ultimately promotes customer loyalty and increased confidence in your product. In fact, while many e-commerce businesses overlook the importance of a hassle-free returns process, online shoppers now expect these “no questions asked” policies — and will keep coming back if you offer one! According to a 2018 consumer report, 96% of consumers will shop with a business again if they have an “easy” or “very easy” return experience.
- Limit the headaches — In addition to simply offering a return policy with few restrictions, customers also expect the process to be quick and painless. One simple way to simplify the experience is to include return labels with each of your shipments — this will make it easier for your customers to send back returns when needed. Unishippers customers can easily create return labels when preparing their UPS® shipments with our e-commerce integrations.
- Clearly communicate your policy — When it comes to a company’s return policy, no one likes surprises. No matter what policy you choose to implement for retail returns, it’s important to make sure your customers are well aware of the details. Be sure to clearly state your policy during check-out, as well as on all communications to your customer about their order. This will ensure that if something does go amiss, your customers will know what to do — and won’t be surprised about their options.
- Prioritize customer service — When mishaps do occur, a lot of frustration can be evaded with prompt, high-quality customer service. A common hiccup in the return process is lack of communication. So whether it be by email or phone, make sure your team is available to offer prompt, considerate customer support. It’s not always enjoyable, but meeting customer complaints with consideration can help remedy any negative impressions of your business. Learn more about managing customer expectations for your e-commerce shipping.
While the return process can be a pain for SMB retailers, making it a positive experience for your customers will only serve to improve satisfaction and retention. Contact Unishippers to learn how we can help make the return process painless for your business.