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‘No returns accepted’? Customers say ‘no thanks!’

eCommerce Returns Management

It’s an inevitable part of running any type of eCommerce business – eventually, there will be a customer who isn’t 100% happy with the product they’ve bought. It might be the wrong size, a duplicate gift, or any other reason. Whatever their reason, though, they’ll want to send it back to you. This is why having a returns policy is an essential part of your business.

Say yes!

Many new sellers think the easiest solution is to simply say ‘no returns accepted’. However, studies have shown that consumers are more likely to purchase an item online if they know returns are accepted. It gives them peace of mind, knowing that with the limited information available online, they can always return it if it isn’t exactly what they are looking for.

This consumer confidence is so important some sites, such as Amazon, require their marketplace sellers to accept returns. For Amazon Marketplace, the rule is that sellers must have a returns policy that is at least as favourable as Amazon’s own returns policy.

Make it easy on them

Once you’ve written your returns policy, and offered to accept returns, the next step is to make it as easy as possible for customers to return items to you. Not only will this make them more likely to purchase from you, it will also give you the assurance that the customer sends the item back to exactly the right address.

Many customers will be drawn to a seller who offers prepaid, or free to the customer, returns. This can be as simple as including a prepaid return label with every item. For parcels, you could also offer customers collection of their returned item. This gives you control over which courier they use and can allow you to get the best possible price.

Parcel delivery for European online retail firms

Simon Wright

As SEO and Content Marketing Manager at the Whistl Group, Simon has over 10 years' experience in both B2B and B2C marketing, and as a result, offers a unique perspective on the pre- and post-checkout delivery experiences. Simon writes regularly for both the Parcelhub and Whistl blogs and is passionate about helping retailers make delivery their competitive advantage.

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