Introduction to Returns Management in E-Commerce
This article covers the basics of returns management, including how to set up a returns process, handle returns requests, and track returns data. Learn how to create a returns policy that will boost customer satisfaction and improve your bottom line.
Jun 23, 2023
Top Challenges in Returns Management and Reverse Logistics
Discover the key obstacles faced by businesses in returns management and reverse logistics. Learn how to overcome challenges such as inadequate infrastructure, complex return policies, fraud, and more for optimized operations and customer satisfaction.
Jun 21, 2023
Everything You Should Know About E-commerce Logistics
What exactly is e-commerce logistics? And how can retailers better elevate their e-commerce experience in this post-pandemic world?
Jan 05, 2023
E-Commerce Returns in the Post-COVID Era
Check out our key findings from Shopify's E-Commerce Return Rates Report covering the state of e-commerce returns in the global market.
Dec 22, 2022
Retail Dive: FedEx to Introduce a Consolidated Returns System in 2023
The new service will allow customers to return items without a box or shipping label at approximately 2,000 FedEx Office locations.
Dec 15, 2022
Supply Chain Dive: UPS and Overstock to Launch a Pilot Program for Returns in Q4 2022
Returns have become a necessary evil for both online and brick-and-mortar retailers. UPS and Overstock are teaming up to create a pilot program to make the process easier for everyone.
Nov 08, 2022
Apex Insight: Doddle Rolls Out Automated Returns Kiosks
Global e-commerce technology provider Doddle has recently launched a range of self-service kiosks that offers customers one minute returns.
Jun 17, 2022
Unpacking Returns Management in E-Commerce
As part of our “Unpacking E-Commerce Logistics” series, Justin Irvine, Global Head of Product at SEKO ECommerce unpacks returns management in e-commerce.
Jun 17, 2022
What Consumers Truly Think of Returns
How and why are consumers returning their purchased items? What does an “ideal” returns policy look like? Are free returns still a thing? Find out now!
Jun 09, 2022
Retail Dive: Zara Makes Significant Changes to its Returns Policy
Zara announced new changes to returns system, charging customers for returns of online purchases to third-party drop-off points.
Jun 09, 2022
Returns Management in E-Commerce
How Reverse Logistics Works
Reverse logistics is essentially the physical movement of goods during returns. It covers returns consolidation, international shipping, and other aspects concerning the movement of physical goods, whether between carriers or warehouses. Reverse logistics is also concerned with recovering value from products, materials, and parts that the final consumer has returned. In the beverage business, for instance, companies make use of empty tap containers via the reverse logistics process. Beverage manufacturers are able to reclaim the value of the containers by reusing them, which necessitates transportation planning, shipping load management, and container cleaning.
Customer Returns Policy for Online Purchases
A comprehensive and clear customer returns policy for online purchases is one of the factors that influence consumers’ purchasing decisions. In fact, 67% of e-commerce buyers do perform research on return policies before making a purchase. A clear policy will enable your consumers to return items more promptly and with less difficulty, resulting in a better return experience for online shoppers. Quicker returns also mean a quicker turnaround time; by allowing customers to return products efficiently, this increases the likelihood that a returned product will be in suitable condition for resale. Furthermore, defining clear instructions about how and when to return a product after purchase reduces the number of calls to customer support.
Free Shipping for Returns
Do you know 71% of consumers expect free shipping for returns? Some argue that free shipping for returns, or free returns, is essentially an investment in customer retention and acquisition.. Offering free shipping for returns may also boost a merchant’s conversion rate, since returns policies do play a part in a consumer’s purchasing decision. Companies should nevertheless measure the cost of returns to online retailers and the benefit of doing so before deciding to provide free returns to consumers.
Best Practices for E-Commerce Returns
Having a robust returns management process is a great way to secure repeat customers and develop a great brand reputation. When done correctly, it can also be a good way to discourage wasteful shopping behavior. Let’s take Zara as an example. This brand recently changed its customer returns policy for online purchases to reduce cost from customers who tend to over-order without the intention of retaining everything. Zara customers who return items at third-party drop-off points can deduct a ￡1.95 fee from their refund. Customers can additionally return online purchases for free to any Zara store.