The Return Process:
Dealbreaker or Dealmaker?

Returns. For such a necessary part of the post purchase experience, they sure can be a mess. They can be problematic for customers and brands alike. Let’s take a look at some bad customer return process situations from both perspectives. Then let’s see how we can help make it better!

Customer Perspective:
Paying Through Effort.

Inconvenience.

An inconvenient return process makes customers feel like they’re doing the job of your customer service reps. Signs of inconvenience include:

 

  • A complex policy requiring too many steps.
  • A restrictive policy that excludes too many items.
  • A buried policy that takes several minutes of website scanning to locate.
  • Confusing RMA or other forms.

 

Non-Transparency.

A non-transparent return process leaves customers with more questions than answers. This is true for existing customers as well as new ones. Some elements that often remain unclear can include:

 

  • Are there free returns?
  • Who pays for the return shipping costs?
  • Full or partial refund?
  • Are all products or services in the order eligible to be returned?
  • Can online returns be made in store? If so, which stores?
  • How long does the package take to get back to the retailer?
  • Can I make a return OR exchange?
  • How many business days does it take to process the return?
  • When does the money get refunded?

Brand Perspective:
Feeling Pressure from all Sides.

Diminished Loyalty.

Remember all that effort we said the customer was going through in the last section? Well unfortunately that’s the single biggest driver in disloyalty. By failing to simplify their experience when something went wrong, you’re left with a big hole in your customer retention strategy.

 

  • 85% of customers say they won’t shop with a brand again if the return process is inconvenient.
  • 50% of customers say they check the return policy for ecommerce websites before making a purchase, and won’t convert if the process is too complex or restrictive.

 

Increased Operational Costs.

A bad return process creates serious inefficiencies that ultimately hit your bottom line. Key issues include:

 

  • Increased staffing issues due to an influx of customer service calls or “blind” returns to the warehouse.
  • Increased spend on digital marketing to convert new customers.
  • Decreased margin on sellable products that are kept off the shelves too long due to a slow return cycle.
  • Decreased insight into performance issues due to lack of analytical data.

Combat Inconvenience with Proactivity & Self Service.

What if we told you all of those issues could be avoided? Well, the good news is they can!

 

70% of shoppers say a generous ecommerce returns process and an effortless experience are the magic ingredients that will turn them into loyal, repeating customers – which is exactly where we come in.

 

WeSupply helps you create a frictionless, effort free experience for your customers. We turn potentially disastrous situations into a major wins for your brand. We improve post purchase behavior by focusing on two components; proactivity and self service. By going out of the way to notify customers and giving them more control over the return process you will make things easier for them and for you.

Flexible Return Rules.

Not all products are created equal. Why should you be held back by one return policy? Our solution, Smart Return Rules, offers the ability to customize the return policy based on a category, attribute, or individual item level. This comes in handy especially when dealing with flash sales, international customers, or damaged items.

The Portal.

A big part of creating a frictionless experience begins with organization
simply having all the pertinent information in one place
and presenting the customer with clear action items.
The portal serves as the homebase. Here they can find:

Clearly listed products.

Each product from the customer’s order is clearly presented, along with all relevant return policy information and days left to send back. Since all information is on a product by product basis, it gives the customer easy action items and avoids confusion.

Return Feedback.

This lets customers fill out exactly why they’re making the return. Gathering this information will help you make informed, data driven decisions!

Clearly Presented Instructions.

Complete self service return instructions are explained, along with a fully detailed refund breakdown. The customer knows exactly what to do and the exact amount to expect in their bank account when it’s over with!

Hassle-Free Return Shipping Label Generator.

This one is simple. No more trips to the post office. Just print, stick, and send.

That’s it!

Streamline Tracking.

The customer is able to track the the progress of their return, and ultimately their refund.

Proactive Notifications.

Notifications are sent to the customer when the returned package arrives back in your hands and again when you issue the refund. This lets them know exactly where they are in the return process and saves you a ton of “check up” phone calls.

Aside from that, the portal also has a relevant product recommendation engine for the customers. This is based on order history and product interest, and can be a way for you to make an upsell that enhances one of the items they’re keeping. Making every moment shoppable helps increase customer retention and keeps your conversion rate solid!

Return to Store.

You’re probably always looking at how to drive traffic to your retail store. The ability to return online purchases to your brick and mortar locations is an easy win if executed well. The customer gets the refund quicker, and is also being exposed to more of your products on the spot when their likelihood to spend is already at an all-time high. We help streamline this process by offering:

 

  • A complete list of eligible stores that can accept the return. Clears up any confusion, avoids unnecessary trips, and mitigates customer service phone calls.
  • A customer feedback portal to pre-approve returns. This avoids any hassle at the store level – just walk in, drop off, and get your refund. Easiest return experience ever!

Store Credit & Gift Cards.

Giving a refund in the form of store credit or gift card works perfectly for the customer who wants instant satisfaction. It works out pretty well for you too, because you know the money is coming right back.

 

  • Fastest turnaround time for customer.
  • Instant refund.
  • Gift card generator keeps customers shopping with you. So the money stays in your account!

WeSupply: More Like WeAchieve.

By choosing the WeSupply solution you become the hero for your loyal customers. Even when things go wrong they’ll never forget that you’re in their corner making sure things go smoothly for them. This builds your customer base with trust and loyalty rather than just dollars and cents.

 

Three big wins include:

  • Improved Customer Experience. By removing key points of friction in the post purchase customer experience, you mitigate disloyalty and generate some serious smiles. Oh, and retail sales too!
  • Improved Budget. By promoting a culture of self-service you alleviate stress on your distribution and service centers, adding to the company’s overall profit!
  • Improved Data. By gathering clear data at the time of return you build a foundation of strong information that will allow true analytics based decision making!

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