Product returns can be prevented and too often have a totally unnecessary impact on your profit margins. Consider these 7 ways to reduce the number of products making their way back to your warehouses, even before you sell them.
Almost 1 in 3 products bought online will be returned while a recent study suggests that 95% of these returned goods will have nothing wrong with them!
Although the numbers might not be as staggering when delivering goods to existing customers, many producers and distributors face similar challenges.
High rates of product returns are incredibly costly but thankfully they are also totally unnecessary.
7 ways to reduce product returns
1. Correct product specs
One of the most common reasons for change-of-mind returns is incorrect product information. Provide customers with clear product and packaging specs, confirming quantities and quality guarantees.
2. Updated product lists
Access to updated product lists and current stock levels improves customer decision-making during store visits. Customers won’t be disappointed by learning that certain products they ordered can’t be delivered or have been substituted by alternative products.
3. Product pics
Give buyers an even better idea of what to expect. Provide them with an accurate visual representation into the finer product details, especially where “zoom-able” photography via mobile device sales apps is an option.
4. Real-time customer service
Including a live chat function on your website gives customers the opportunity to ask questions or seek further information about your products. This increases customers’ confidence in their purchases, reducing the number of product returns you’re likely to receive.
5. Order-taking tools
Document orders during site visits and hold customers accountable to their order submissions. This enhances your commitment towards each other and builds long-term trust in the process. Invest in a quality mobile sales app that digitalises and brings clarity and accountability to the order-taking process.
6. Shipping quality control
If you’re a larger business it’s impossible to rely on human beings to catch every error before a shipment goes out. You need a solution that automates order description, quality and quantity inspections.
7. Offer after sales assistance, invite feedback
Invite customer feedback and encourage customer reviews. Mistakes will inevitably creep in. Learn from them. Understand what causes returns and adapt your systems and processes accordingly.
You can empower your customers to buy better. Provide your customers with clear, updated information about your products and they’ll buy from you with greater confidence.
Sources:
7 ways to reduce product returns
Five ways to reduce product returns