Returns are an integral part of the customer ecommerce experience. You get your returns right and you’ll have 92% of your customers shopping at your store again. In this post, we’ll share five real-life strategies which have kept our brands’ customers happy and coming back for more.
Strategy #1: 110% store credit
When it comes to returns, customers are not necessarily looking for a refund. They want the fastest and most effortless option to return for other alternatives such as exchanging for a different style or size or simply a store credit to shop in your store. Similar to leading brands like THE ICONIC who’s known for their top-notch customer service and flexible return policies, peony’s customers can choose to either return for a full refund or better yet, a 110% store credit ready to be applied in their next purchase. That way their customers are always incentivized to continue exploring for the perfect piece in their store.
Strategy #2: Multiple return options
A hassle-free experience is important to your customers. Imagine making the returns process a confusing hassle - they will not come back. Olga Berg offers multiple return options so there are always available convenient options for their customers to choose from. Customers can walk in to one of thousands of Australia Post locations or Sendle’s network of drop-off points nationwide with their pre-generated labels and complete their return on the spot. They also offer free returns in the case of damaged or faulty items to help their customers shop worry-free.
Strategy #3: Frictionless warranty
Carrie Elizabeth made sure to provide their customers with peace of mind by offering an easy warranty process on all their products. This is great because it establishes the confidence the brand has on the quality of their items! On top of the standard 14-day return window you’d notice from most brands, their customers love the freedom to be able to return for a warranty within a generous 180-day period and in some cases, up to 365 days!
Strategy #4: Extended return window for international returns
Shoppers can be understandably hesitant when it comes to shopping from a foreign country but Camilla Elphick went the extra mile to offer extended return windows for their international customers to have plenty of time to try out their purchases from the comfort of their home before deciding if it’s a keeper.
Strategy #5: In-store returns
If you have a brick-and-mortar store, why not consider allowing your customers to shop online and return at your physical stores. It is the best opportunity for an upsell! Bronze Snake prides itself on providing a flawless customer experience whether it be in one of their retail stores or online. With four flagship stores across Australia, they made sure there are accessible options for their customers to first of all, return their package for free and to easily drop it off at a location most convenient to them.
Yes, returns can be a battle but they are an opportunity to turn frustrated customers into loyal brand evangelists. If you’d like to find out more about how you can implement customer-friendly return strategies, get in touch with us here and we’d be happy to help.