Additional costs when making a purchase

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Additional costs when purchasing are usually related to delivery. This is what pushes many customers to abandon the purchase - this is the data of many studies.

Free shipping is often a better motivator for purchases than discounts or promotions.

Of course, not all e-commerce healthcare email list businesses can afford to pay for shipping. The good news is that there is an alternative way to neutralize the conversion friction customers experience due to price: by disclosing the cost in detail and in an accessible manner.

To avoid another abandoned cart, the customer should know the nuances of the purchase. To do this, at the beginning of the checkout page, describe in detail all the costs associated with transportation.

In addition, the negative perception of additional costs can be reduced by using a fairly effective tool - a calculator that will allow the client to calculate the exact cost of delivery of his goods.

Remember also how important it is to provide comprehensive information about the delivery of the purchased product:

method of transportation;

delivery time;

a code that allows you to track the parcel;

method of obtaining.

Procedure for exchanging or returning goods
Almost all customers are concerned about whether they will be able to return or exchange an item if they don’t like it or it doesn’t fit (for example, they got the size wrong or the item turned out to be defective). By including a page in the website structure that details the return policy, you will increase the level of customer trust and relieve them of unnecessary worries.

Procedure for exchanging or returning goods

An understandable return policy shows that the online store cares about its customers, and this has a positive effect on loyalty to the resource. A high level of customer service can smooth out unpleasant impressions that arise as a result of dissatisfaction with the purchase.

Often, an abandoned shopping cart appears as a result of a negative emotion - remorse. It can also occur when the transaction has already been completed. There are a number of reasons for this: regret about money, uncertainty about the correctness of one's choice, or dissatisfaction with oneself because one succumbed to the tricks of a sales manager. Thus, the positive impact of information about the possibility of return is a purely psychological factor.

Fighting the unpleasant feeling, the buyer tries to find positive aspects in the transaction. The guaranteed possibility of return is one of them.

A good example of developing a return policy can be found in the online shoe store Zappos, which was able to create conditions that inspire customer confidence.

Zappos' popularity is largely due to its high level of customer service and loyal return policy, for example:

online store employees do not insist on indicating the reason for returning the goods;

Zappos covers the costs of returning the product;

money for returned goods is automatically transferred to the customer's card.

The effectiveness of the loyal return policy that this online store adheres to has been proven in practice: Zappos has the highest conversion rate in its industry.

To avoid new abandoned carts and to keep your customers motivated to make a purchase, you need to develop a return policy that inspires confidence.