Prevent Returns with These 4 Strategic Tips

Everyone knows how frustrating returns can be. Whether it's a matter of the wrong size, color, or product, the return process is not only time-consuming but also costly. Furthermore, returns have a negative impact on customer satisfaction and your webshop's reputation. 

Fortunately, there are several strategies you can implement to prevent returns and improve your return process. In this article, we will cover a number of concrete steps you can take to prevent future returns; some tips may already be familiar, while others might give you just the push you need to get started. First, some context.

What is a normal return rate for webshops?

There is no hard-and-fast rule for what constitutes a normal number of returns for webshops, but it is important to recognize that returns are an inevitable part of any online business. Depending on the industry, return rates can vary between 5% (electronics) and 30% (clothing and footwear) of total products sold.

However, it is important to realize that every return is a cost factor that also affects customer satisfaction and your webshop's image. Therefore, it is crucial to do everything in your power to prevent returns; in many cases, this won't cost you a thing!

Tip 1: Improve product descriptions and images

A high-quality product description and realistic imagery are crucial for preventing returns. By using 360-degree product views, accurate size charts, detailed product descriptions, and potentially product videos and demonstrations, you can provide the customer with the best possible information about the product. 

This reduces the risk of unmet expectations and incorrect purchases. You can see an example of a great way to approach this here: 

Key takeaways: 

• Accurate description of the product fit
• Size chart as part of the purchasing decision
• Model's body measurements included
• Chat function for any questions about the product
• Extensive product photos and close-ups of the fabric

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Tip 2: Improve your return policy

Improving your return policy is an effective way to prevent returns. Here are some key elements you might consider when drafting your return policy:

Paid returns: by allocating costs to the customer, you reduce your own expenses. We have published research showing that paid returns have a positive effect on your bottom line 

Simple and fast return procedure: by making the return process as simple and fast as possible, your customers will view the return experience positively, which improves the likelihood of a repeat purchase 

Transparency regarding return costs: by being clear and transparent about any return costs, you avoid unpleasant surprises for the customer and increase customer satisfaction.

Encourage exchanges: by encouraging and easily offering exchanges, you ensure that you retain revenue. 

Tip 3: Improve customer service

Reducing customer service inquiries can be an important goal for your business. One of the ways you can achieve this goal is by ensuring an optimal return process.

An optimal return process includes clear return policies and procedures, a return portal to help customers return products, and fast and simple refunds and exchanges. 

By offering a good return process, you can easily reduce the number of customer service inquiries resulting from returns. A good return process is not only important for reducing customer service inquiries, but also for increasing customer satisfaction. 

By providing a positive customer experience during the return process, you can improve your brand's reputation and increase customer loyalty.An optimal return process can contribute to reducing customer service inquiries and improving customer satisfaction. 

By offering clear return policies and procedures, using technologies to streamline the return process and applying best practices, you can successfully reduce customer service inquiries and provide an excellent customer experience. 

Tip 4: Data analysis and reporting

How data can help reduce returns

Product returns are a well-known challenge for many e-commerce businesses. Not only are the costs of shipping products to customers high, but the return process itself can also be costly and time-consuming. Fortunately, data can help address this issue.

E-commerce companies collect a wealth of data on customers, orders, and returns. By properly analyzing and interpreting this data, you can lower your return rate and increase customer satisfaction. In this article, we discuss several ways data can help reduce returns.

Analyze return data

One of the first steps in reducing returns is analyzing the reasons behind them. By analyzing return reasons, a company can understand the root causes. This helps identify issues in production or delivery and allows for strategy adjustments to resolve these problems.

When a company notices that a specific product is frequently returned due to defects, for example, it can adjust its production and delivery processes to improve product quality. 

If customers frequently return products due to incorrect sizing, a company can improve product descriptions and offer tools to help customers choose the right size.

Personalize the customer experience

Using data to personalize the customer experience can reduce the likelihood of returns. For example, by making recommendations based on past purchases or helping customers choose the right size, customers can feel more confident in their purchases and be less inclined to return products.

A good example of personalized recommendations is Amazon, which provides customers with recommendations based on their previous purchases and search history. This helps customers find products they like and are less likely to return.

Optimize product descriptions

Clear and accurate product descriptions are essential for managing customer expectations. By using data to analyze which product features trigger the most questions or complaints, a company can improve or adjust these features in the product description.

A great example of optimizing product descriptions is Zalando, which has managed to reduce return rates by improving its product descriptions. 

The company has provided clearer descriptions of product length and width measurements, helping customers better understand which size to order. As a result, customers are less likely to return products due to sizing issues.

Improve delivery and shipping

Another factor contributing to returns is product delivery and shipping. By using data to analyze delivery times, a company can shorten the window between ordering and delivery. This can lead to higher customer satisfaction with the delivery process and reduce the likelihood of returns.

An example of a company that has improved delivery and shipping to reduce returns is Zara. The company has drastically shortened its delivery times and now offers free shipping and returns. This has increased customer satisfaction with the delivery process and reduced the tendency to return items.

Looking to improve your return process in addition to preventing returns?

You can do that with Returnista's return software. It allows you to effortlessly encourage exchanges, gain valuable data from your returns, and stay ahead of the competition with unparalleled service. Want to learn more? Request a demo on our website.