What's your return policy like?
While returns are something most ecommerce retailers try to avoid whenever possible, the occasional returned product is inevitable.
Whether it's a sweater that doesn't fit right, a product that doesn't meet the customer's expectations, or there's some other underlying reason for the return…
People will always buy things and then decide they don't want them.
Amazon has spent decades pioneering the “customer first” approach when it comes to returns and refunds, and it's become standard for customers to expect an easy, seamless return process.
If this isn't something you've made available, your store's reputation could suffer.
Not only is a pleasant return process important to consumers, but it also drives brand loyalty.
Just because someone returned a product, it doesn't mean they'll never buy from you again. In fact, if they've returned something and it was a good experience, they're far more likely to come back later on.
A recent article from Marketing Land reports on a Narvar survey that found that a whopping 95% of respondents said they'd shop again with a retailer whose returns process was satisfactory.
According to a recent survey conducted by the e-commerce management platform Narvar, 95 percent of online shoppers polled said they would shop again with a retailer that provided a satisfactory return experience. And 82 percent of the survey participants who had already returned an item to a retailer confirmed they were repeat shoppers of the store.
In an attempt to determine how an online retailer’s return process impacts purchasing behavior, Narvar surveyed 700 US consumers who had returned at least one online purchase during the past year.
“Most shoppers are frequently returning online purchases, while remaining loyal to brands if they have a positive experience,” says Narvar CEO, Amit Sharma, in an announcement covering the survey findings, “Retailers who want to remain competitive will find ways to reduce friction in the return process.”
You can find out more about building brand loyalty for your ecommerce business over at Marketing Land.