Customers have many reasons when returning an order. Some are legitimate and reasonable; others are not. Either way, it could hurt your business. This is why it’s important to prevent it before it even happens, not to mention predict instances when returns are likely to happen.
Here are some of the top reasons returns occur, so you can plan about what changes you need to implement in your organization to prevent it:
Customers are not educated well about the features of your products
To avoid this from happening, make sure that the product descriptions are insanely detailed. Then establish a clear and concise return policy in relation to this. State that the descriptions and product photographs are near accurate, and that customers’ return requests have to undergo investigations before being green-lighted.
The shipping and handling are terrible
You may have tested an item, but your partner courier did not put enough care into handling your customer’s orders. While most customers do not return a broken product especially if it’s inconvenient for them, the fact that they did not receive an item in a good state is no good for you. Expect negative feedback to rain on your product pages or social media sites as a consequence.
This may be the last thing on your mind right now, but incidences of fraud do happen when you least expect it. It could be that the culprit was trying to request a chargeback for an item and then keep the item, or worse, use it as an opportunity to steal sensitive information from your company. A digital product, meanwhile, is returned by a fraudster after copying it. This is why it’s crucial to have a stricter returns policy in place for digital goods.
Logistics company ReverseLogix notes a return management technology is helpful for tracking which items are returned more frequently and which of your warehouses, especially if you have many, are likely to process returns. If you haven’t invested in one, then consider this a recommendation.
Your bottomline is crucial to your success. By strictly monitoring your returns management process, you can optimize your process and cut down returns virtually to zero.