EFFICIENT RETURNS LEADS TO IMPROVED ECOMMERCE CUSTOMER SATISFACTION
Ease of returns and a clear returns policy are regularly cited by consumers as a major deciding factor in where they choose to shop online. As an online retailer, this means it’s incredibly important to get this right to avoid putting potential customers off.
Returns need to be as effortless as possible for the customer, whilst still remaining cost effective for the business. This can be a fine line, as returns can often cost more to process than orders. However, with an expert logistics partner in place, this is achievable. An efficient returns process not only creates happier customers, but can also help to cut costs by reducing labour and waste.
Returns should be just as efficient as the outbound operation, with orders flagged up as soon as they are received back into the warehouse and logged against a central customer database. This means returns can then be quickly processed, decreasing the time a customer will need to wait for their refund.
Customers expect to have their money refunded as soon as possible, and untimely processing can quickly damage a brand's customer service reputation. To help tackle this, customers should be kept updated on the status of their return as it’s processed and have a clear idea of when they can expect to receive their refund. In addition, the returns processing team need clear guidelines to be able to make decisions about the refund status. System integration provided by an expert logistics partner can prove the difference in providing the updates that keep customers satisfied when returning goods.