We’ve all experienced it before - buying something and wanting to return it for whatever reason. In fact, approximately 25-30% of online purchases are returned, translating to $642.6B in annual returns worldwide. This sounds like horrifying numbers to online retailers, and understandably so! Excessive delivery costs, negative profit margins, and operational loads on top of unhappy customers…it’s no wonder that so many online retailers don’t offer returns. It only makes sense, except when it doesn’t (at least to the customer).
Customers value brands that care
Your product may not always arrive in a pristine condition, and the last thing you would want is to charge your customer for a faulty product, or a product that isn’t the right size. In fact, closing the door of returns may even drive customers away; about 50% of online shoppers would not buy anything from retailers who do not offer free returns, and 67% of shoppers check the returns page before making a purchase.
It’s no wonder that more than half of UK and US shoppers in 2018 were disappointed in their online shopping experience, and in an age of social media, this could spell disaster; 90% of consumers who have bad post-purchase experiences will complain and damage the offending brand online, while 33% will never shop again at the same retailer (the proportion jumps to 60% for millennial customers!).
On the flip side, 95% of customers who are satisfied with post-purchase experiences say they will return to the same retailer, while 82% of consumers who returned an item were repeat shoppers. Overwhelmingly, the data is pointing to the fact that returns are here to stay, and already, 60% of shoppers say returns are necessary in the online shopping experience. So is the solution just to offer returns and pray that retailers won’t make a loss?
Retain revenue and keep customers happy
We get it. Your business needs to make a profit, but it doesn’t have to come at the cost of unhappy customers. That’s where PostCo 360 comes in.
PostCo 360 enables you to strike that beautiful balance between giving customers the peace of mind with easy returns and exchanges, while also adhering to your return policies. We offer an integrated, customisable platform with automated label generation and branded email notifications, so that you don’t have to tackle returns manually and on a case-by-case basis.
Additionally, our returns flow is designed with exchanges in mind, so your customers don’t drop out of the sales loop. We make sure that customers can only exchange with items that are available at your warehouse, so you don’t have to be anxious about acquiring new stock.
The last thing you want is seeing all your investments in product innovation, lead generation, and marketing go down the drain due to a single bad customer experience. If you’re interested in a post-purchase experience that drives customer loyalty, contact us today.