Returns are an inevitable part of the ecommerce shopping journey. It’s no surprise that returns are higher right after Christmas than any other time of year. With proper planning and processes in place, the increase in returns can be managed and even build good relationships with customers. These strategies for ecommerce holiday returns will help reduce customer frustration and expenses for your online store.
Have A Clear, Fair and Transparent Return Policy
Most consumers are savvy and selective about where they buy. When purchasing from a new online seller, consumers will take the time to do research about returns before making a final decision. Most often they will read reviews from the various platforms on the Internet that rate sellers on various aspects of a product return. Customers also want to know what their options are if their gift isn’t right.
Increase your conversion rates by having a return policy is clearly visible on your website and that it is fair and easy to understand. Avoid over-complicated returns’ processes such as requiring email approvals or having overly restrictive timelines—especially during the holiday season, making it hard for gift recipients to make returns. Some helpful suggestions to make the return process as quick and easy as possible for your customers:
- Include gift receipts and return shipping labels within all packages.
- Extending the normal window for returns’ eligibility during holiday shopping seasons.
- Offering free shipping on returns or exchanges due to damage or seller error.
By having customer-centric policies you will increase customer loyalty and sales even after returns do occur.
Produce Great Product Pages
Well-designed product pages can help reduce holiday ecommerce returns. The more information you provide on your product pages, it will be a lot harder for them to have inaccurate product expectations. Keep in mind that the first experience with your brand may be through a product page. Therefore, it is worth the effort to design your product pages with as much product information as possible. Additionally, ingredients or materials should be fully and accurately listed. And because humans are visual creatures, make sure you include product images of high resolution and show the product in relation to something of a known size).
Leverage the Return Process
Ironically, ecommerce holiday returns can be leveraged to be a positive. From a customer service perspective, the goal is to ensure that holiday ecommerce returns happen quickly, especially for the customer. When you offer a smoother return process, the odds of creating loyalty can improve. On the technical side automating your inventory, accounting and tracking systems can help you take on the extra return volume from the holidays with minimal impact to your operations.
Final Note
Although returns are part of the holiday shopping season, you can take steps to avoid unnecessary returns. The first is to have a clear return policy stated on your site. Secondly, make sure your product pages accurately reflect your products. And always try to turn the returns experience into a positive one by making it as easy and quick for your customer. This will keep your customers happy and help you get on with the business of selling your products.
