How to Handle Order Returns on an eCommerce Marketplace

Returns are an inevitable aspect of conducting business, even if ecommerce companies would always prefer to be the sender rather than the recipient. Products are frequently returns to the sender through ecommerce returns, a type of reverse logistics. That’s why knowing how to handle order returns on an ecommerce marketplace is crucial.  For online sales, the return percentage typically ranges from 20% to 30%. These have to be considering as standard company procedures as they are frequently greater than physical stores. To save money and lower returns to a more manageable level, this blog provides advice on how to decrease ecommerce returns. 

Why Do Consumers Return Things They’ve Bought?

Sight-unseen product sales are an additional strain for ecommerce company. This is the main cause of the 30% online order return rate, compared to merely 9% for physical stores. Even with the best of intentions, internet vendors cannot fully capture the appearance, functionality. The benefits of a product as comparing to utilise it in person. 

• Product that is broken or damaged.

The process of shipping might be dangerous. A product might get damages at any point throughout the journey from a warehouse to a client. In this case, replacing the product is the only appropriate line of action.

• Not the product that was advertised.

Clients have faith in the store to appropriately represent the item they are buying. A return is far more likely to happen if there is a discrepancy between what is published and what the customer experiences with the goods. 

• Subpar merchandise Delivery issues

In the case of overseas orders, this happens often. A product is more likely to have problems the longer it must go and the more borders it must traverse. Local rules, and dependable shippers might all be important factors. 

• No longer wanted products

After placing a purchase, customers frequently realise they no longer need the goods or they don’t like it. Compared to in-store purchasing, internet shopping may be far more impetuous. Because it’s so simple to order with only a few clicks, customers are inclined to order unnecessary items.  For instance, if a consumer orders headphones at the last minute when purchasing a laptop, they might not be useful if they receive the delivery and discover they already have earbuds at home.

• Numerous orders

If you sell goods in large quantities, a buyer could order more than they require and return the item as a result. After making a purchase, customers frequently price shop, and you can expect that they will return an item if they discover it somewhere for less money. 

Cost of Returns to Ecommerce Businesses

For online retailers, reverse logistics entails additional expenses, much like product shipping does. Because processing returns necessitates extra, unforeseen resources that might be better used elsewhere, it is not optimum for logistics.

• Labor

To receive and process a delivery correctly, additional man hours are requires for intake. Labour is need at every stage of the package’s return trip, which adds to the expense. Processes for inventory management and refilling are additionally burdens.

• Reselling

Reselling a product entails repackaging it and adding it back into the sales supply chain, assuming it is still commercially viable. This requires more work and time than is necessary. 

• Transportation

Transporting the cargo from the buyer to the seller again involves expenses for equipment and gasoline. Recovering returned products from a consumer can be expensive; these expenses may include shipping, packing, and labelling.

• Damaged goods

Consider a product a total loss if it is irreparably destroyed. Even with the added cost of the repairs, it usually makes sense to salvage it if it can only be slightly fixed. 

How to Handle Ecommerce Returns

• Before purchase

Long before a return request is made, retailers should be considering their options. According to Statista, retailers should aim to reduce return rates proactively rather than just managing the problem by addressing the top four reasons for returns: size and fit (38%), look & style (15%), poor quality (14%) and product problems (13%). This is how to handle order returns on an ecommerce marketplace. Reducing the amount of wasted packing and inserts in your returns process is an excellent way to start lessening your environmental impact. Furthermore, rather than ending up in a landfill, returns goods ought to be reintegrating into the sales supply chain. 

• Open the digital changing room

No matter where they are shopping, buyers can locate the proper size with the use of digital sizing tools. But not every size solution is made equally. Customers must provide truthful and unbiased answers, for example, when using quiz-based solutions that ask them about their body measurements, preferred fit, and previous purchases. Incorrect sizing resulting from any errors increase the likelihood that the client will return the item. This is how to handle order returns on an ecommerce marketplace. A product’s little slider that displays how it fits most consumers may be used as a fitting tool, as can virtual room planners that illustrate how furniture will fit into particular measurements and areas. Wish provides a nice illustration of this with their customer-voted “overall size” bar chart. This provides the buyer with a great notion of how the product fits, in addition to a size chart. 

• Make your product pages better

If you don’t demonstrate and explain what you anticipate from your products, how can customers know what to expect? It is essential to provide thorough product descriptions and excellent visuals that clearly illustrate what the consumer will receive. For example, in addition to the crucial details like dimensions, fit, and composition. Additionally, you may provide “editor notes,” which offer background information on the brand, production processes, and useful style advice. This is how to handle order returns on an ecommerce marketplace. Avoid doing too little or too much at the same time. If your images don’t match reality and your words distort the truth, your items will never live up to expectations. 

• Conduct routine audits

A rare product flaw is to be expect, but if it frequently leads to returns, that is not. Perhaps it’s time to see how your partners in manufacturing, processing, and logistics are doing. Regular inspections can assist in locating the heavy-handed procedures and inefficient equipment that are contributing to this increase in bad returns.  In the few instances where a return is inevitable, audits can assist in preserving the relationship between the consumer and the brand in addition to identifying the root problem. This is how to handle order returns on an ecommerce marketplace. 32% of customers think that brands should prioritise ethical labour practices above all else. Making sure this demand is fulfill may also persuade dissatisfies clients to give you another chance.

• Requested returns

Given that customers frequently return items because they changed their minds, eliminating returns completely is an impractical aim. Nonetheless, it’s critical to streamline the procedure to minimise the impact on the company, one of the case studies indicates that 84% of consumers will stop doing business with a shop after only one poor return experience. This is how to handle order returns on an ecommerce marketplace. Most returns are motivated by this sense of urgency, but if you take it away, your consumers are more likely to get attaches to the item they were going to return. In some situations, this can strengthen the returns you receive. It will also decrease the quantity of returns you receive.

• Create a policy for refunds.

The majority of return policies include a 30-day limit. Double or treble this if you want to lower returns for your online store. Extending the period of time a client has to return a goods may seem counterintuitive, but it makes returns less urgent.  Since the consumer has more time, they are more likely to be truthful. To a client who rushes the return procedure and uses any excuse to complete it before they lose their eligibility.

• Pay attention to your clients.

To get clients to write reviews for your goods or services, you need create a basic procedure. Provide incentives, such as 10% off their subsequent order, whenever you can. Free incentive programmes may be use to encourage reviews and thank clients. It should come as no surprise that over 93% of consumers base their purchasing decisions on online reviews, which means that having reviews on your website will boost sales and lower ecommerce returns. This will assist you in determining any concerns or difficulties customers may be experiencing with the product. In order to modify your advertisements, listings, or communications, you need identify the areas of confusion. This is how to handle order returns on an ecommerce marketplace.

• Provide adaptable choices

You must document each return you process so that it may be assessed. Record returns in an Excel spreadsheet for a month, if you haven’t done so before, being sure to clearly indicate the reason for the return. when the month has ended. After that, you may begin analysing the data to obtain a better sense of what has to be changed. The adjustments you must make will depend on the causes. This is how to handle order returns on an ecommerce marketplace. Customer changed their mind: Although you can’t stop people from doing so, you should think about your advertising if this is a common reason for returns. The clientele and perhaps even change your emphasis from acquiring new business to keeping existing clients. 

• Keep it from being free.

It seems illogical. However, merchants may save costs and pass the savings on to customers by doing away with free returns. Alternatively, the savings might go into technologies that improve the quality of the client experience. This is how to handle order returns on an ecommerce marketplace. Free return policies are, when you think about it, a consumer safety net. If merchants can come up with a different strategy to win over customers’ trust. They will be satisfies with the merchandise before they make the buy. They probably won’t even take the time to see whether it costs anything. 

• Automate the procedure for making requests.

As far as feasible, expedite the procedure for clients who would like contact-free returns. Up to 54.8% of return forms, it is said, are either incomplete or wrongly filled out. Provide checkboxes for customers to indicate the reason for their return and pre-fill customer and product information since it’s just too much effort otherwise. This is how to handle order returns on an ecommerce marketplace. Consider Amazon as an example. It didn’t become the best by annoying its loyal consumers with a confusing return policy. You pick the item, tick a few boxes, and a return label is available to print and mail back your undesired items in a matter of seconds. You can only place another order for a limited amount of time until the ecommerce behemoth gives up and leaves no bitterness behind. 

• Give rewards to those that trade

Refunds are not always the result of returns. Retailers may keep a portion of the sales by encouraging customers to swap, which also gives them a quick chance to demonstrate that the problem was an isolated incident. This is how to handle order returns on an ecommerce marketplace. Everybody returns something occasionally, and doing so is nothing to be ashamed of. Brands like Chubbies Shorts encourage customers who wish to swap rather than making things difficult for those who would prefer a refund. Incentives like account credit and discount codes may be expensive, but your long-term investment will be repaid by a satisfied client.  You may store less inventory, cut expenses, and improve your logistics by minimising returns, as seen above. Because there are so many ways to prevent this problem, even if it might be a complex procedure, it is still doable. Keeping your customers’ expectations and sentiments at the centre of all you do is our primary recommendation and focus point for your business, based on the advice provided above. For more follow us on Twitter.