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Optimize Returns Process for Jewelry & Watch Brands

Hamilton Jewelers using WeSupply Exchanges

Jewelry and watch brands face unique challenges when it comes to returns. Efficiently handling these returns is essential to reduce costs and maintain customer trust. This article outlines actionable strategies to optimize the returns process for jewelry watch brands, focusing on cost reduction, customer satisfaction, and brand protection.

Key Takeaways

Introduction

Efficient returns management is a critical aspect of customer service that significantly differentiates a business from its competitors. For online jewelry stores, this is particularly important due to the high value and emotional significance of their products. Managing returns efficiently can boost customer satisfaction, reduce operational costs, and enhance overall business credibility.

The Importance of Efficient Returns Management for Online Jewelry Stores

Effective returns management can provide several benefits, including:

  • Diminishing operational costs by curtailing direct expenses like shipping and restocking fees

  • Serving as a competitive advantage by encouraging customers to make purchases with confidence

  • Addressing the challenges and costs associated with returns, especially in the jewelry sector where the average item price is higher

The fragility of jewelry products makes them susceptible to damage during shipping and handling, thereby increasing return rates. Efficient handling of returns directly impacts customer satisfaction and can significantly enhance customer loyalty. A robust strategy for managing product returns is essential for long-term success in the eCommerce jewelry industry.

Understanding the Unique Challenges of Jewelry Returns

Jewelry returns often involve challenges related to product sizing, personalization, and the high value of items. Common reasons for returns include sizing issues, quality concerns, damage during shipping, and mismatches between customer expectations and reality. These challenges require tailored solutions to manage effectively.

Security is crucial when handling jewelry returns due to the high risk of theft or loss during transport or storage. Verifying the authenticity of returned jewelry is essential to prevent issues with counterfeit items and maintain brand reputation. Hygiene is also a significant challenge, necessitating comprehensive cleaning and sanitizing protocols for returned items.

Building a Customer Experience That Reduces Returns

Reducing return rates begins with building a customer experience that minimizes the likelihood of returns. Key factors include perfecting product photography, providing comprehensive sizing guides, and offering real-time tracking information. These elements help align customer expectations with the products they receive, thereby reducing returns.

Perfect Your Product Photography

Showcasing products in various scenarios through high-quality photos and videos aids in aligning customer expectations with the actual product. Jewelry photography requires effective light manipulation, detailed camera settings, and proper staging to capture the fine details and avoid reflections. Multiple images from different angles provide a comprehensive view of the jewelry, helping customers make more informed decisions.

A cohesive shopping experience is created by maintaining a consistent staging and photography style across all product images. Editing photos to correct colors, sharpen details, and remove imperfections is crucial for professional-looking images. High-quality product images are essential in influencing purchase decisions and reducing return rates.

Include Comprehensive Sizing Guides

To assist customers in selecting the correct size, effective sizing guides need to include measurements, fit instructions, and visual aids. Interactive sizing tools can assist customers in visualizing the fit and dimensions of jewelry pieces, reducing the likelihood of sizing-related returns. Detailed size guides provide accurate information, enabling customers to make informed decisions and minimize return orders.

Stores should consider providing size guides in different measurement systems for international customers. Downloadable and printable size guides can assist customers in accurately measuring their sizes at home. Including measurement instructions in size guides helps customers determine their correct size, further reducing returns.

Provide Real-Time Tracking Information

By keeping customers informed about their order status, real-time tracking information offers several benefits:

  • It heightens customer satisfaction.

  • Tracking updates can reduce customer anxiety.

  • It decreases the number of return requests due to delivery issues.

  • Reliable tracking systems build trust with customers, potentially leading to repeat purchases.

Utilizing tracking numbers and requiring customer signatures upon delivery can help mitigate claims of non-receipt. Real-time tracking allows customers to monitor the status and location of their shipments during transit through tracking portals and automatic notifications. Offering real-time tracking improves customer satisfaction, with a significant percentage of customers reporting it enhances their buying experience.

Reducing Returns with WeSupply

High return rates are often a result of unmet customer expectations and a lack of transparency in the shopping process. Addressing these issues requires a proactive approach to customer experience management. WeSupply offers comprehensive tools and features designed to reduce returns by enhancing the overall customer experience.

Key Features:

  • Returns Analytics

    • Quickly identify return reasons at the product and variant level, including color, quality, and size.

    • Adjust sizing charts based on specific product data.

    • Review and enhance product images.

    • Identify products needing more customer reviews.

    • Gather customer feedback on product fit.

  • Order Tracking

    • Show estimated delivery dates, tracking information, and shipment updates.

    • Set realistic expectations to mitigate customer anxiety and increase brand loyalty.

By leveraging these features, WeSupply helps create a transparent and reliable customer experience, significantly reducing the likelihood of returns.

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Creating a Flexible and Customer-Friendly Returns Policy

Building trust and encouraging repeat business demands a flexible and customer-friendly returns policy. This involves:

  • Offering a generous returns window

  • Emphasizing warranties and product guarantees

  • Handling personalized and engraved jewelry returns with clear policies.

The Significance of a Generous Returns Window

By allowing sufficient time to assess purchases, a generous return window enhances customer satisfaction. Extending the return period during holidays can accommodate early gift purchases and reduce customer stress. Providing an extended return window beyond the usual 30 days can enhance customer satisfaction and reduce actual product returns.

A lenient return policy increases the likelihood of repeat purchases, with a high percentage of consumers more likely to buy again if the return experience is hassle-free. Offering free return shipping is a competitive strategy that can encourage purchases. High return rates can affect a seller’s reputation and visibility on marketplace platforms.

Emphasizing Warranties and Product Guarantees

Customer trust is bolstered and returns are mitigated by offering warranties on expensive products. Detailed warranties and certifications provide confidence in the craftsmanship and authenticity of jewelry pieces. Providing clear policies on warranties and guarantees can streamline the buying process and enhance customer confidence.

Warranties and product guarantees help build trust and transparency with customers by assuring the quality and durability of jewelry items. Offering warranties as a return option reduces refund rates by a significant percentage. A warranty return allows customers to communicate issues with the product, enhancing their experience.

Handling Personalized and Engraved Jewelry Returns

Customer expectations are managed by having clear policies for personalized items, including specifying non-returnable conditions. Custom and engraved jewelry items are often non-returnable due to their personalized nature. Offering store credit for personalized items outside of return windows can maintain sales revenue.

Explicitly stating policies regarding personalized or bespoke items in the return guidelines can alleviate customer concerns and improve their return experience. Returns of personalized items usually require a Return Authorization number, which must be clearly written on the return package. Clear communication of return policies for personalized items is crucial to set customer expectations upfront.

Flexible and Customer-Friendly Returns with WeSupply

Rigid return policies can frustrate customers and negatively impact their shopping experience, leading to decreased loyalty and increased dissatisfaction. WeSupply’s Pre-built Return Policies offer a flexible and customer-friendly approach to returns, enhancing the overall customer experience while maintaining control over the return process.

Here are some samples:

  • Personalized Products are Non-returnable

    • Enhance inventory management and reduce losses by prohibiting returns on personalized items.

    • Implement a clear, high-priority return policy specifically for personalized products.

    • Utilize product tags or attributes to mark items as personalized, ensuring they are automatically recognized as non-returnable.

  • Allow Exchanges After Return Window Expires

    • Foster customer loyalty by allowing exchanges even after the standard return window has expired.

    • Implement a tiered return and exchange system: returns within 30 days, exchanges up to 60 days, and replacements or warranty claims up to 90 days.

By leveraging these features, WeSupply helps create a return policy that is both flexible and customer-friendly, improving customer satisfaction and loyalty. Discover WeSupply’s Full Range of Pre-built Return Policies!

Encouraging Exchanges Over Returns

Encouraging exchanges over returns can help retain revenue while still addressing customer concerns. Strategies include transforming returns into revenue-retaining exchanges, offering self-service portals, and providing incentives for product exchanges.

Transforming Returns into Revenue-Retaining Exchanges

Revenue can be retained and customer concerns addressed by converting returns into exchanges. Here are some strategies to consider:

  1. Automate the prioritization of support tickets to ensure quicker responses to exchange requests, thus helping retain revenue.

  2. Offer variant exchanges to address size or color issues, which are common reasons for returns.

  3. Allow product exchanges, which allow customers to swap an unwanted item for a different product entirely, maintaining their business with the store.

Cross-selling during returns can help retain an average of 28.6% of sales revenue that would otherwise be lost. Instant exchanges allow customers to swap their returned item for a new product immediately, increasing the likelihood of retaining sales. Offering bonus credits as an incentive for exchanges creates a sense of value, encouraging customers to choose an exchange over a refund.

Returns can lead to revenue loss and diminished customer loyalty. To combat this, it’s crucial to convert returns into exchanges, retaining revenue and enhancing the customer experience. WeSupply offers a suite of features to transform returns into revenue-retaining exchanges, incentivizing customers to opt for exchanges over refunds.

Key Features:

  • Convert Returns into Exchanges

    • Exchange return items with any product.

    • Reship the same item.

    • Exchange for the same value item.

    • Exchange for a higher valued item.

  • Simplify the Exchange Process

    • Send customers back to your website where they can shop for any product, regardless of price.

    • Use store credit or gift card as partial payment.

    • Increase order value and issue customer lifetime value.

  • WeSupply x Justuno

    • Convert more website traffic into customers with personalized banners, upsell, and cross-sell.

By implementing these strategies, WeSupply helps businesses retain revenue and boost customer loyalty through seamless and attractive exchange options.

Self-Service Portals for Seamless Exchange Processes

The exchange process in the supply chain can be significantly improved with self-service portals that allow customers to categorize and segment their requests. WeSupply offers a range of features to simplify and optimize the exchange process for both customers and businesses.

Key Features:

  • Self-Service Portals

    • Enable customers to categorize and segment their requests.

    • Simplify the exchange process, allowing easy product swaps without warehouse assistance.

  • Branded Returns Portal

    • Provides a seamless omnichannel experience.

    • Avoids confusion with third-party courier pages.

By leveraging these features, WeSupply empowers customers with a frictionless returns experience while optimizing warehouse space and streamlining the supply chain. Ready to Transform Your Returns Process? Book a Demo Today!

Case Study: Turning returns into opportunities with WeSupply

In 2020, the surge in e-commerce due to COVID-19 led to a spike in return rates, particularly for apparel. Evereve faced challenges with their manual returns process, including lack of visibility, high costs, and overwhelming customer service demands. By partnering with WeSupply, Evereve automated their returns process through Magento and Custom API integrations, transforming their approach to focus on proactivity, self-service, and flexibility. This shift resulted in significant cost savings, improved return management, and an enhanced customer experience. The integration has empowered Evereve to handle returns more efficiently, increase customer loyalty, and improve overall performance. Read the full case study.

Leveraging Technology for Efficient Returns Management

The role of technology is pivotal in streamlining the returns and exchange workflow. Returns management solutions and automation can help reduce operational costs, minimize errors, and improve customer satisfaction.

The Role of Returns Management Solutions

For customers to initiate returns easily and track their progress, an efficient return management system must provide clear communication channels. An order management system, when integrated with supply chain management and returns management solutions, can significantly reduce costs by automating processes and optimizing reverse logistics. These systems help online jewelry stores by addressing specific challenges like the high value, fragility, and personal significance of jewelry items.

Effective returns management solutions can significantly reduce the revenue loss associated with returns by ensuring better handling and processing. These solutions:

  • Mitigate the risk of damage to fragile jewelry items during shipping and handling

  • Ensure the secure handling of high-value items, reducing the risk of theft or loss during the return process

  • Include quality control measures to verify the authenticity of returned jewelry, preventing the acceptance of counterfeit items.

Leveraging WeSupply Technology for Streamlined Returns Management

WeSupply helps businesses leverage technology to streamline and optimize their returns management, enhancing customer satisfaction and operational efficiency. By integrating advanced features, WeSupply ensures a seamless and hassle-free returns process.

Key Features:

  • Returns Tracking

    • Allow customers to track the progress of their returns in just a few clicks.

  • Flexible Returns Rules

    • Create custom return policies to match any use case, ensuring a hassle-free return process.

  • Self-Service Returns Process

    • Empower shoppers with a frictionless eCommerce returns experience, giving them complete control over the return process.

  • Automate Returns Management

    • Save 80% of the time spent on returns by automating and streamlining the process.

    • Reduce returns fraud and human error.

  • Integrations

    • Integrate with hundreds of third-party tools, connecting order and returns data to existing API-driven tools for an incredible customer experience and cost savings.

By implementing these features, WeSupply transforms returns management into an efficient and customer-friendly process, driving loyalty and reducing operational costs.

Create custom return policies

There are many moving pieces in ecommerce logistics. Book a quick call with our experts to see how WeSupply can help you take control by creating custom policies to handle them all easily. You get to decide how you want to handle final sale items, return window lengths, return request approvals, and more.

Addressing Security, Authenticity, and Hygiene in Jewelry Returns

In the returns process, protecting both customers and businesses necessitates secure handling, authenticity verification, and hygiene protocol implementation. Data analysis plays a crucial role in ensuring these processes are efficient and effective.

When buying jewelry, jewelry sales returns require special attention due to their high value, fragility, and personal significance.

Ensuring Secure Handling of High-Value Items

The small size and high value of jewelry items elevate the risk of theft or loss during transport or storage. Implementing additional security measures for the entire return process can help ensure that returned jewelry products are handled safely. Jewelry products are a prime target for theft, necessitating additional security measures during the returns process.

Using multiple layers of packaging, such as bubble wrap and boxes, can protect jewelry from damage during transit. Make sure jewelry is packed tightly with packing material to avoid shifting and potential damage. Disguising the package to avoid revealing its contents helps prevent theft. Never use drop boxes for shipping valuable items; personally take them to the postal service and get a receipt with tracking. Insuring jewelry during shipping is crucial to protect against loss or damage.

Verifying Authenticity to Prevent Counterfeit Issues

The rising issue of counterfeit jewelry products poses a threat to brand reputation and could potentially lead to legal and financial repercussions. Quality control measures like hallmarking and laboratory testing can verify the authenticity of returned jewelry items. U.S. customs officials seized over 20,000 shipments containing 25 million counterfeit products in a year.

Counterfeit products often fail to meet safety standards and can be dangerous. Scrutinizing labels and packaging for any irregularities can help identify counterfeit products. Reporting suspected counterfeit products can be done through the Consumer Product Safety Commission and other regulatory bodies.

Consumers in a competitive market are advised to be suspicious of unusually low prices as they might indicate counterfeit products.

Implementing Hygiene Protocols for Returned Jewelry

The potential contamination of returned jewelry items from skin contact or bodily fluids necessitates their thorough cleaning and sanitizing. Hygiene protocols for returned jewelry can include cleaning and sanitizing before the items are resold or returned to inventory. Using ultrasonic cleaners can be an effective way to sanitize returned jewelry.

Steam cleaning can be used to remove dirt and kill bacteria on jewelry surfaces. One key protocol is steam cleaning jewelry items upon intake to remove dirt and sanitize the metal. Jewelry that cannot be steam cleaned due to its design is initially wiped with Clorox. After repair, jewelry undergoes a two-part cleaning process: ultrasonic cleaning with an ammonia-based solution, followed by steam cleaning.

Reducing Returns Through Enhanced Product Presentation

Enhancing product presentation can significantly reduce return rates by ensuring customers have accurate and comprehensive information about the products. This includes accurate product descriptions, high-quality photos, and leveraging customer reviews for social proof in digital marketing strategies.

The Impact of Accurate Product Descriptions and Photos

Misunderstandings and returns are reduced when customers know exactly what they are purchasing, ensured by detailed product descriptions and precise details. High-quality images can showcase the product from different angles, providing a realistic view and reducing customer dissatisfaction. Consistent, high-quality product photos help in building a recognizable brand identity and fostering customer trust.

Accurate and detailed product photos can reduce the probability of customer disappointment, thus minimizing returns. Visual search in e-commerce lets customers find products using a photo, increasing the accuracy of their purchase decisions. AI-powered visual search helps customers discover jewelry designs using images rather than textual descriptions, offering a more engaging shopping experience on platforms like Google Shopping.

Utilizing Customer Reviews and Ratings for Social Proof

Future customers are aided in making more informed purchasing decisions by the valuable insights provided by customer reviews and ratings. Ratings systems allow customers to quickly gauge the quality and satisfaction levels of previous buyers, aiding in their decision-making process. Social proof can attract new customers by showcasing reviews or positive feedback, making others feel more comfortable purchasing.

Displaying customer photos wearing jewelry can serve as effective social proof, showcasing real-life satisfaction. Social proof simplifies decision-making for customers by providing a sense of familiarity and reducing perceived risk. Social media enhances the importance of social proof by making it easy to share and view customer experiences.

WeSupply’s integrations with leading review platforms enable businesses to harness the power of customer reviews and ratings to build social proof and drive sales. By connecting with these platforms, WeSupply helps you seamlessly collect and display authentic customer feedback, enhancing credibility and customer trust.

Key Features:

  • Loox: Drive sales with engaging user-generated content, from visual-centric reviews to referrals.

  • Judge.me: Easily and automatically collect reviews via web, email, push, and SMS notifications.

  • Stamped: Get product reviews, ratings, and referrals, and reward your customers with points programs and VIP tiers.

  • Yotpo: Get customer reviews and referrals, and boost recurring sales with SMS marketing and subscriptions.

  • Okendo: Capture high-impact customer reviews and user-generated content and showcase them on your site.

  • Junip: Gather customer reviews via multiple channels and display them on your storefront in minutes.

  • Reviews.io: Collect and showcase genuine text and video reviews from your customers in under 10 minutes.

By leveraging these integrations, WeSupply ensures that customer reviews and ratings are effectively utilized to enhance social proof, drive engagement, and increase sales.

Conclusion: Embracing Recommerce for a Sustainable Future

For online jewelry and watch brands, sustained customer satisfaction and business growth can result from implementing effective returns management strategies. Efficient returns processes reduce operational costs, enhance customer loyalty, and protect the brand’s reputation. By focusing on aspects such as product photography, sizing guides, tracking information, and a customer-friendly returns policy, businesses can significantly optimize their returns management.

Leveraging technology for efficient returns management and addressing security, authenticity, and hygiene can further enhance the customer experience. Ultimately, a well-managed returns process not only minimizes returns but also builds trust and encourages repeat purchases, driving long-term success in the competitive ecommerce business, particularly in the jewelry market.

Summary

WeSupply helps jewelry and watch brands streamline returns, enhancing customer satisfaction and efficiency. With comprehensive tools like returns analytics, estimated delivery dates, order tracking, and proactive delivery notifications, WeSupply addresses high return rates and unmet customer expectations. Flexible pre-built return policies, such as non-returnable personalized products and brand-specific return windows, foster customer loyalty. Transform returns into revenue-retaining exchanges with self-service portals, autogenerated QR code return labels, and incentives for store credit. Integrations with platforms like Justuno boost conversions through personalized banners and upsells. WeSupply automates returns management, saving time and reducing errors, while seamless integration with third-party tools ensures cost-effective operations. By leveraging these features, WeSupply optimizes the returns process for jewelry and watch brands, driving loyalty and reducing operational costs. Get Started with WeSupply Today!

Frequently Asked Questions

Why is efficient returns management important for online jewelry stores?

Efficient returns management is important for online jewelry stores because it reduces operational costs, enhances customer satisfaction, and builds trust, especially for high-value, emotionally significant products like jewelry. This can ultimately lead to better customer retention and increased sales.

How can product photography reduce return rates?

Product photography can reduce return rates by aligning customer expectations with the actual product through high-quality images from multiple angles. This ultimately reduces the likelihood of returns.

What are the benefits of offering a generous returns window?

Offering a generous returns window can boost customer satisfaction by allowing ample time to assess purchases, increase the likelihood of repeat purchases, and reduce product returns.

How does WeSupply convert returns into exchanges?

WeSupply incentivizes exchanges over refunds with instant store credit, self-service portals, and QR code return labels, making it easy for customers to swap products and retain revenue.

What technological features streamline the returns process?

WeSupply automates returns management, offers real-time returns tracking, and integrates with third-party tools, saving time, reducing errors, and enhancing efficiency.

How does WeSupply ensure a seamless returns experience?

WeSupply provides a branded returns portal, self-service returns processes, and proactive notifications, offering customers a frictionless returns experience.

Does WeSupply have an Official Shopify App?

Yes. WeSupply has an Official Shopify App. You can download it and start integrating with your Shopify Store.

Does WeSupply have an official Magento extension?

Yes, WeSupply has an official extension for Magento. The WeSupply x Magento integration allows for automating order tracking experiences, reducing customer inquiries, automating shipping email and SMS notifications, and providing a fully branded order tracking experience

Does WeSupply have an official BigCommerce App?

Yes, WeSupply has an official BigCommerce App. You can integrate WeSupply with your BigCommerce store to improve your post-purchase customer experience.

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