Don’t skimp on information about Online retailers face a specific challenge: customers can’t touch or try on items before purchasing. According to a study by Invespcro , this contributes to approximately 30 % of returns for online purchases. The solution is to provide more detailed item descriptions and images.
Don’t skimp on information about your products
Upload as many high-resolution photos as needed to show the item from every angle. Include zoom-in photos, as well as 360-degree views and videos of the items. When Zappos added product videos in 2012, the company reported that singapore telegram data customers were 64% more likely to purchase after viewing them.
Another way to multiply information is to add customer reviews to the product page. Another shopper’s experience can be a great source of information, especially for someone who hasn’t purchased from you before and doesn’t have firsthand knowledge of your quality or sizing. And give your customers the ability to easily ask questions, whether on the product page, through live chat, email, or through an FAQ page. Don’t skimp on information about
Explain sizes clearly
If you sell clothing online, your return rate is likely higher; CNBC reports that 40% of clothing purchased online is returned . Your product descriptions also require detailed measurements. And if your images include models, include their measurements, such as height and weight, as well as the clothing size they’re wearing.
Consider using “real” people as models. A typical customer may have difficulty judging whether an item will fit people should be very careful with anonymous them when comparing themselves to an ideal, and seeing a “real” person, along with information about their body shape and the size of the item they’re wearing, can help them visualize whether it will fit them.
Everlane includes a wealth of product and style details to help customers get a clear idea of the fit of their products before adding them to their cart.
You can help customers find the right size by collecting various data such as their fit preferences (fitted or loose clothing, etc.). Another option is to use a tool like True Fit or Virtusize , which helps the customer compare the size of your clothes to their existing ones. If a customer has already purchased from your online store, their measurements are stored, but they can also enter the measurements of the clothes they already own to compare the fits.
If nothing else works…
If you find that serial returns are hurting your profits too much, your last resort will be to consider banning abusive customers. This tactic may seem extreme, but more and more retailers are considering it, especially since Amazon implemented a lifetime return ban for its serial returners in May 2018. In a study by Brightpearl, 61% of US retailers reported they would consider this option as well.
The challenge, however, is establishing a reasonable threshold that would allow for the identification of serial returners, and 44% of retailers say they don’t have the right technology to do so. No one wants to make a mistake and lose customers because of it.
The MIT study suggests analyzing transactional behaviors and segmenting your customers based on profitability to determine the threshold at which you should limit returns or turn a blind eye. And don’t be afraid to be clear: In your return policy, specify that while returns are welcome, your company monitors unreasonable volumes, and customers with a history of excessive returns may be limited or refused.
Find a happy medium for your return policy
Regardless of the type of returns policy you implement, your primary goal should be to provide excellent customer service and treat legitimate returns with respect. A policy that’s too strict sends the wrong message and may make fax database customers hesitant to take the plunge and order from you, especially online.
Managing serial returners requires retailers to strike a balance between providing benefits that appeal to customers and maintaining profitability. If you implement a returns and exchange policy that customers value, your business could benefit in the long run from increased customer loyalty and positive word-of-mouth that will attract more customers (even better if you have a well-designed r