With online stores having an average of 10.6% return rate, returns can be problematic for any e-commerce business owner who doesn’t handle them well. Fortunately, this doesn’t have to be the case with you.  

Instead of seeing a return as a loss that can’t be avoided, you should find out why the product was sent back and use that information to create the chance for a second sale during the returns process. 

Using the following strategies from AMS Fulfillment, you will get customers to buy from you again as they go through the returns process, which will help your online business’s bottom line.

Find out why they are sending back the product.

Before you can offer a solution, you’ll need to find out why the item was sent back. Listen to the customer and try to understand what they want. To do this, you need to set up a way for customers to explain why they want to return an item. 

A great way to go about it is to use a microsite where the customer can enter their information and give their reasons for the return. If the item is being sent back by mail, you could include a survey with the same questions in the box.

You can also set your returns management system such that before making a return, the customer will have to contact your business online, by email, or by phone. 

This allows you to offer an alternative solution, which could save a sale.

Suggest an alternative.

Once you know why they want to return the product, try to offer an alternative. If the clothes didn’t fit right or were the wrong color, you could suggest something better. 

If that doesn’t work, try cross-selling by telling the customer about deals on other items they might like. This could save the sale and make you more money when played right.

Keep track of what products are being sent back.

If the same item keeps getting sent back, finding out why that is the case can help you deal with the problem right away. 

Find out if the item is broken, overpriced, or doesn’t match what was advertised. This will help you fix the problem and stop people from returning items in the future.

Think about giving a gift card or store credit.

If a customer wants to return the product, you can offer them gift cards or store credit. 

If you have noticed that many people are returning products, you could devise a policy that returns can only be made in exchange for store credit.

Have a clear and easy return process.

You might think people will be less likely to return a product when you complicate the return process, but this isn’t the case. 

Customers will be more likely to buy something else from your business if the return process is quick and easy. In fact, 92% of shoppers say they would buy something else while making a return if it was quick and easy.

Tricks to reduce returns

As much as you can’t avoid returns in your business, there are a number of things you can do to reduce the chances of them coming about. Some of the things you can do include: 

Make your products more likely to fit: This applies the most to clothes. You should make (or buy) clothes with fabric that stretches more. The formula is simple: the more your product stretches, the more sizes it will fit and the less likely it will be returned.

Sell high-quality products: The customer wants to get what they paid for. To keep your customer happy, provide them with a high-quality product. You should be truthful in product descriptions and not make them expect more than you will deliver. 

Use high-quality photos and videos. People rely on images, videos, and descriptions to make buying decisions. 

Of major importance ensure that the photos and videos are high quality and that the customers can see what they are buying. This reduces the chances of them receiving the product and feeling like they have been duped. 

Provide comprehensive descriptions: As mentioned, customers rely on the product descriptions to make their buying decisions, so you should be ultra cautious when creating them. As a rule of thumb, be as descriptive as possible.

Customers are more likely to buy again if you give them detailed, customized, and lengthy descriptions of your products. Explain what makes your products better than those of your competitors. Why should people do business with you?

Explain why, and avoid over-promising as you increase the chances of returns. 

Use precise, detailed sizing. Size charts based on averages are not enough. Give the sizes of all the parts of every product. It is a lot of work, yes. But there will be fewer returns and fewer calls to customer service.

Many people show the sizes of the bust, waist, and hips. This isn’t enough. Also include the sizes of every detail, such as the distance between the armpits, the length of the inside pockets, and the length of the zippers.

Check each item before you send it out: Even high-quality products can have flaws. To ensure you are sending your customers a high-quality product, check each piece by hand before sending it out. 

Offer excellent pre-sale service: The number of returns will decrease by making it easy for shoppers to ask questions before they place an order.

Ensure people can easily find your business and be as responsive as possible.

Customers want to talk to people rather than businesses. And the more ways you have to help customers, the better. And please, be polite and helpful when interacting with your customers. 

Parting shot

Returns are unavoidable, but there are a number of things you can do to reduce them. With exemplary customer service and a way to track why shoppers send products back, you can get them to buy again and keep your business from losing money. 

Doing so can not only make your customers happier with your brand, but it can also lead to word-of-mouth recommendations, leading to new sales and long-term loyalty.