It’s obvious that customers don’t like everything they buy online and they want to have the chance to return it. So, it is impossible to completely eliminate returns. However, you can make efforts to minimize them. In most cases, returns are placed when the item delivered does not match the expectations of the buyer or the information provided on the site.
To prevent such mismatch, the information about a particular product needs to be true to its nature, detailed and organized. Also, the terms and conditions need to be clearly defined. The site should list all the valuable information such as the exact color, dimensions, features, sizing chart, etc. It also helps to have a frequently asked questions (FAQ) section that clarifies all basic doubts of the customer.
The above information and specifications will help the customers have a better idea about the product. In the case of products such as clothes or other lifestyle items, photos of models wearing or holding the product need to be displayed.
Another great way to win the customer’s trust is to let the customers see the product reviews. Do not make changes to the reviews, let them me as authentic as possible. As per the survey published by PowerReviews, around 90 percent of consumers mentioned that product reviews influence their buying decisions to a great extent. Around 95 percent said that they make sure to go through customer reviews before buying a product, and around 61 percent said they trust consumer reviews over the opinions of friends and family.
Once you have provided all the right information on your products page, it’s now time to pay attention to your returns section. Formulate your policy keeping in mind both the business and consumer perspectives. Zero down on a time frame that consumers would consider as the ideal time period for the return to be processed. Try to have a returns window between 60 and 90 days, unless the product is perishable. A longer returns period is always helpful to win customer satisfaction. For example, businesses that sell online mattresses should have at least a 100-night trial along with free shipping and free returns.
Some terms and conditions that you need to clarify in eCommerce returns policy are :
Do the original packaging and tags have to be intact?