Returns management motivates purchasing
In a physical store, customers are free to try on, touch or even smell a product before buying. They do not hesitate to interact with the sales assistant to obtain further information about the product before proceeding to the checkout.
In an online virtual store, despite the descriptions on the product sheet and the various product photos, some of the customer's questions remain unanswered. So they buy blindly, keeping their fingers crossed that they'll actually get the product, while waiting for it to be delivered by post.
The apprehension of receiving a product that doesn't meet one's needs is always present right up until unpacking. This worry can even put the brakes on the purchase and lead to the order being abandoned. The solution: returns management!
Knowing that a product can be returned eases the anxiety associated with buying online, whether it's clicking on the "buy" button or opening the parcel in the post.
To encourage a customer to make a purchase and then build loyalty, an e-commerce site needs to consider and value returns management.
Selon une enquête menée par UPS, 88 %des acheteurs en ligne s’intéressent à la politique de gestion des retours tandis que 15 % renonceront à leurs achats s’ils ne la trouvent pas ou ne la comprennent pas.
To win and retain customers, an e-commerce site must therefore offer simple, clear and visible returns procedures. Managing e-commerce returns is a major selling point.
An effect on e-reputation
The consumer has the right to request a refund or an equivalent exchange on an online purchase within 14 days of placing the order. (Hamon Law of June 13, 2014). If an e-commerce site doesn't offer returns on sale or doesn't have an after-sales service that can explain the returns/refunds procedure, the customer will certainly not proceed with the purchase, but they also risk leaving a negative review on your site or on social networks and thus damaging your brand's reputation.
On the other hand, if the e-commerce site offers clear and simple returns management, taking into account consumer rights, and provides a competent and available after-sales service, the consumer will be delighted with his or her experience and may post a positive review of the site or recommend it to acquaintances. In addition to building customer loyalty, the site has a chance to win more customers.
A good after-sales service to support returns management
Good returns management requires good after-sales service. Customers need to be able to rely on advisors who can explain how things work, and answer any questions they may have. Having someone at the end of the phone is reassuring, and gives the guarantee of having a network of competent salespeople ready to intervene at the slightest glitch behind the website.
As you can see, good management of e-commerce returns is a key to success. essential for offering consumers a quality post-purchase experience. Organizing returns has therefore become crucial.
Vivetic Group can provide you with a team of customer advisors to ensure your after-sales service. With Vivetic Group, you'll benefit from real expertise in the field of e-commerce!
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