How to reduce returns in e-commerce?
Posted: Thu Jan 23, 2025 4:59 am
Returns in e-commerce are an integral part of business, but they present specific challenges compared to brick-and-mortar stores.
Veronica Barberena
Veronica Barberena
August 14, 2024 — 2 minutes reading time
How to reduce returns in e-commerce?
Photo by cottonbro studio
Return rates in e-commerce are noticeably higher, standing forex email list at 18.1% according to Hubspot , in contrast to brick-and-mortar returns, which range from 8-10%. Despite being a tedious process that requires time and effort, returns cannot be completely avoided. However, a simple return process can lead to 92% of customers making repeat purchases.
The main reasons for returns include:
Damaged or broken products: This is the most common cause and can be addressed by improving packaging or changing the shipping company.
Item does not match description: 64% of returns are due to this discrepancy.
Customer dissatisfaction: The product does not meet customer expectations.
Unsatisfactory quality: The perceived quality does not justify the price paid.
Late deliveries: Products that arrive late are also frequently returned.
To address these issues and reduce return rates, the following tactics are suggested:
Detailed product descriptions: Use descriptive titles, paragraphs highlighting the solution the product offers, lists of key specifications, and testimonials or calls to action that reinforce the purchase.
Product Image Enhancement: Provide high-quality images from multiple angles and in different usage contexts.
Dynamic sizing charts: Especially crucial for the fashion industry, where sizing accuracy can significantly reduce returns.
Customer Reviews: Encourage detailed reviews that include specifications such as height, weight, and body type, helping other customers make informed decisions.
Encourage exchanges: Offer incentives for customers to choose to exchange products instead of returning them, thus maintaining engagement with the store.
Quality Tiles: Use sections on product pages to highlight quality, craftsmanship, and materials, aligning perceived value with price.
Veronica Barberena
Veronica Barberena
August 14, 2024 — 2 minutes reading time
How to reduce returns in e-commerce?
Photo by cottonbro studio
Return rates in e-commerce are noticeably higher, standing forex email list at 18.1% according to Hubspot , in contrast to brick-and-mortar returns, which range from 8-10%. Despite being a tedious process that requires time and effort, returns cannot be completely avoided. However, a simple return process can lead to 92% of customers making repeat purchases.
The main reasons for returns include:
Damaged or broken products: This is the most common cause and can be addressed by improving packaging or changing the shipping company.
Item does not match description: 64% of returns are due to this discrepancy.
Customer dissatisfaction: The product does not meet customer expectations.
Unsatisfactory quality: The perceived quality does not justify the price paid.
Late deliveries: Products that arrive late are also frequently returned.
To address these issues and reduce return rates, the following tactics are suggested:
Detailed product descriptions: Use descriptive titles, paragraphs highlighting the solution the product offers, lists of key specifications, and testimonials or calls to action that reinforce the purchase.
Product Image Enhancement: Provide high-quality images from multiple angles and in different usage contexts.
Dynamic sizing charts: Especially crucial for the fashion industry, where sizing accuracy can significantly reduce returns.
Customer Reviews: Encourage detailed reviews that include specifications such as height, weight, and body type, helping other customers make informed decisions.
Encourage exchanges: Offer incentives for customers to choose to exchange products instead of returning them, thus maintaining engagement with the store.
Quality Tiles: Use sections on product pages to highlight quality, craftsmanship, and materials, aligning perceived value with price.