With only a month left for the grand holiday season to start, e-commerce businesses are focusing more on dates that can record maximum sales. The world has now shifted from desktop and laptops to mobiles and tabs. Be it any e-commerce organization, their aim always revolves around capturing maximum number of traffic to their business. But, sales is just one side of the coin with other being the product returns.
Product returns arise due to many reasons out of which customer dissatisfaction is the major spoiler of the game. It primarily occurs due to poor quality of the product, late delivery and poor customer service provided throughout the delivery process. Product returns are maximum during holiday seasons due to heavy discounts because of which customer tends to purchase more but ends up returning certain products that might not fit his or her needs . This creates a hassle in the normal operating environment of the business resulting into improper inventory management resulting into poor sales. Studies show that “online retailers offering free returns can expect sales to increase between 58% and 357%.” Thus e-commerce business should streamline their return processes in order to provide hassle free experiences to customers ultimately leading to repeat sales.
In the below infographic Shorr has discussed about the complete return process, customer expectations while returning a product online and how the complete process can be optimized for delivering awesome customer experience: