5 Simple Tips for A Successful Product Returns Management

It may surprise you to learn that about 30% of products purchased online get returned to the sellers. To eliminate returns and maintain their brand credibility, some eCommerce retailers try to tighten their rules on product returns management such that customers will have a hard time returning their products. But the question is: how do you deal with returns positively to retain your existing clientele? Interestingly, 92% of consumers say they will gladly re-order products from companies with seamless return processes, which means you need to have a reusable packaging eCommerce policy.

What Is Returns Management?

Returns management systems are also called reverse logistics. It simply refers to the series of processes involved when end-users return purchased items for one or two reasons best known to the buyers. For example, a customer who orders medium-size shoes, only to realise later that they are too small for him, may return them to the seller. Likewise, a buyer who purchases a faulty laptop or broken glassware may feel cheated with no room for returns.

Usually, when an end-user returns a product to a vendor, the seller must take several actions. They can choose to recycle, repair, refurbish, resell or destroy the defective product based on different conditions. The vendor may also take steps to please the customer, such as offering a refund or exchange, opting to fix the broken item, a custom packaging for eCommerce. Here are simple tips for developing a successful product returns management strategy.

Provide A Clear Return Policy

It helps to state your return policy precisely. This is mutually beneficial to both the buyer and the seller. Let your potential customers know your deadlines for returns and possibilities of refund, repair and exchanges. Confusion and frustration may set in if you don’t communicate beforehand your policies on reverse logistics. Be sure to write clear and straightforward return policy statements, and publish your shipping policies on your eCommerce website.

Understand the Difference Between Controllable and Uncontrollable Returns

Product returns may attract extra costs, so differentiate controllable vs uncontrollable returns. While you can eliminate controllable returns via forwarding logistics processes such as inspecting for poor packaging related damage, other expenses may be beyond your control if the fault is not yours. In this regard, you can hire Diamond Box, who manufacture eco-friendly eCommerce packaging and custom packaging for eCommerce solutions that help retailers impress their consumers.

Discover the Cost of Product Returns

Of course, as a retailer, you should want to estimate the cost of your returns. Show deep commitment to customer satisfaction, and keep a close eye on your bottom line. Estimate the losses product returns bring to your business in monetary value and work hours. This may include factoring in the eCommerce packaging delivery costs, restocking costs, and customer service calls. If your calculations reveal significant losses in receiving defective products, you can ask your customers to keep those products instead.

Examine All Your Product Returns

A high rate of returns could signal that something is amiss with your products. You need to analyse what’s wrong and be ready to make improvements along the line. Have a feedback system for consumers to voice out their likes and dislikes about your product. If you can learn to package your goods well, you will be a better brand.

Revamp Your Product Returns with DiamondBox’s Specialised Ecommerce Packaging

Discover how DiamondBox can revamp your product returns with specialised eCommerce packaging by reading our guide here.

Alternatively, you can contact a member of the DiamondBox team today via our contact form below. Also, you can speak directly to a member of our team on 0121 505 2211 or by emailing us at sales@diamond-box.co.uk. We look forward to hearing from you.