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TOP TIPS FOR MANAGING RETURNS Therearehugeopportunities for online retailers to increase sales and improvecustomer satisfactionbymaking the returnsprocessquickandeasy. Hereare some top tipsonhow to reduce returns, improve the shoppingexperienceandkeepcustomers comingback for more. Give clear instructions Be clear in your returns policy how
overseas
Consumers in the UK love to shop online at overseas ecommerce websites. According to our survey of over 2,000 Brits, 34% said they regularly buy products from international websites with 15% of them saying they buy items on a weekly basis. Here’s what we found out about their shopping habits and who’s spending their money on purchases abroad.
Help customers buy the right product One of the best ways to reduce returns in the first place is tomake sure your product descriptions are as accurate as possible. Be clear about the fit, size andmaterial and ensure the photo is representative of the real thing. Showing customer reviews can also be a useful guide in helping shoppers choose the right item and boosting sales of popular items. Make your policy accessible Most shoppers will review a retailer’s returns policy before making a purchase so it’s important tomake it clear what your policy is and how tomake a return. Also, make your returns policy easily accessible from key points in the customer journey - on the product page, at the checkout, on the footer of your website’s menu or via email on the order confirmation.
customers can make a return, where they need to send it to and the deadlines for doing so in the order confirmation emails and packing slip. Make it quick and easy Include a pre-printed returns label or create an online system that can be used to generate returns so that customers don’t need to worry about finding their receipt. It’s quicker and easier for shoppers to enter their return details online and if you include a unique reference numberandbarcodewith every order, itmakes it easierforcustomers to knowwhen theirreturns havebeen received and processed for complete visibility. Check orders before delivery Some returns simply shouldn’t happen. That’s because the wrong item has been sent or the goods have been damaged, either in the warehouse or in transit. Make sure you double check every order before it is
Moremenwant to get their hands on a product before it’s released in the UK
20% said low-cost or free delivery is one of the things they look out for Price and free delivery are the most influential factors when shopping overseas
Moremen shop overseas, with over a third making a purchase at least once amonth
sent and ensure you use packaging that protects the item in transit. Packaging speaks volumes about a brand and you should show customers that you spent time carefully packing their itemwith a little bit ofTLC. Gather information Asking why customers are returning an item will ultimately help you reduce returns. By creating an online systemor including a return slip in the parcel asking why the item is being returned, you’ll be able to identify and rectify any design faults, quality or sizing issues with your suppliers. Deliver on timewith tracking Customer satisfaction plays a major role in the reason for product returns. Delivering customer orders on time with tracking capabilities will help you build a loyal customer base, drive more repeat business and strengthen your brand reputation. Of course, you can always outsource your entire returns service to a specialist like Whistl Fulfilment. We have the expertise to handle all your fulfilment needs from warehousing and pick and pack, to returns and customer servicemanagement, reducing the administrative burden and removing all the hassle of finding extra staff and storage space. Just email moreinfo@whistl.co.uk to find out more or visit www.whistl.co.uk/fulfilment
19% Men 8% Women
79% Men
66% Women
55% said price is themost important
BRITS LOVE TO SHOP WITH CHINESE RETAILERS
Millennials aremore tech-savvy when it comes to buying online
Foreign is fashionable
One in ten 25-34 year-olds shopwith an overseas retailer every day
30% of Brits like to get their fashion fix from other countries
43% of UK consumers regularly shop on Chinese websites
21% of shoppers said they are wary of buying frombrands they don’t recognise
31% ofwomen are unwilling towait longer for delivery
Unfamiliar brands and longer delivery times put people off
If you’d like more information on our range of international fulfilment and delivery services email moreinfo@whistl.co.uk or visit www.whistl.co.uk/international
6 Whistl Magazine • Spring 2019
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Whistl Magazine • Spring 2019
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