As e-commerce becomes more sophisticated, customer convenience becomes the main thing to consider. The return process itself can influence a customer's decision to buy, as well as their perception of your business or brand. Even though returns are a hassle for your customers and your store, there are actually ways to make the process easier, one of them is by using a self service return portal. Self service returns can make the return process more convenient and efficient. Find out why you should use a self service return portal and how it works.
A self-contained return portal allows customers to process their returns without the help or involvement of your staff. The customer will enter the order number or email, select the item to be returned, create a return shipping label and more. Customers can also choose the reason for the return, which can provide you with information on why your item was returned and other useful information to meet customer expectations.
If you use the Self-Service Return Portal then the customer will be directed directly to the return center on your website or they can click on it via the link sent via the confirmation email. When accessing the returns portal, customers can start the return process by providing their order number and selecting which item they wish to return or exchange. An RMA or Return Merchandise Authorization will be issued and a shipping label for the return will be created for customers to print so they can make the return in person.
Some return portals will direct customers to the product catalog within the returns portal to provide advice on what they can purchase in exchange if they wish to exchange an item. Customers can also get compensation in the form of points or store credits that can be used to shop again. This can allow them to replace the refund request with an item exchange, so you'll still get income.
According to a study conducted by ShipStation, 72% of buyers stated that return policies have a direct impact on their purchasing decisions. Customers want an easy, convenient, and fast return policy. In fact, 95% of customers are less likely to shop at a store if they have a bad buying experience. Using a self-service return portal is an effective and easy way for you to improve your customer experience and increase customer retention, even after the return process is complete. Here are some reasons why you should use the Self-Service Return Portal
A self-contained return process can make your job and that of your customer easier. Your team no longer needs to process return requests or manually send labels. Customers can also process their returns whenever they want without the hassle of contacting your staff or team by phone or email. Make sure you give your customers a long enough time limit for their returns so they can make an informed decision. Based on a ShipStation survey, the average customer expects a return deadline of up to 32 days.
The reason customers make returns is important information that you should know. Knowing the reason for the return can help you find perishable products or ongoing trends. Returns may also occur due to packaging errors or inefficiencies, product malfunctions, or incorrect product descriptions. If you are able to deal with these issues quickly through a self-contained return portal, then you can grow your business more efficiently. In addition, showing concern and empathy for bad customer experiences can also help you build better trust and brand loyalty.
When you use an independent return portal, you certainly don't need an employee who specializes in handling customers who want to return goods. That way, you can save on operating costs.
Self-service returns also eliminate the need to include a return shipping label with every order. That way you can reduce unnecessary waste, as well as save time and costs associated with printing labels or return forms considering that not all customers will carry out the return process.
The return portal is a system that allows customers to start the return process independently by simply clicking on the menu provided on the website. Almost all return software includes a return portal including return software such as ReturnKey.
The return portal will then collect relevant information from the customer, then confirm the purchase record, and enforce the seller's return policy. If the return is eligible then the delivery of the returned item will be determined and the return portal will generate a shipping label. If you want the return portal to work better, you can try some of these tips!
The first step to creating a better return portal is to place it on an easy-to-see web page. Your return page should be easily accessible from the footer of your website. It's best to avoid hiding the Return and Exchange menu or returns portal in sections like "Contact Us" or "FAQ."
The return portal placement aims to minimize the number of clicks required by a customer to initiate a return. As many as 67% of buyers will definitely visit the returns page on your site before deciding to buy. So if your returns page or portal is hard to find, you may be losing customers.
The next step is branding the return portal, which extends from the return policy to the portal itself. Most business owners won't consider returns as a branding opportunity, but if done right. If you want to see how a brand is well-liked by customers, you can also check out their returns portal. A good business will have a return portal that includes a menu for every customer problem be it information about return policies, exchange of goods, deadlines for each return or type of goods and others.
Another effective way to create an effective and better return portal is with automation. Basically, a return portal is a questionnaire that a customer fills out when initiating a return. More sophisticated and automated return portals can implement the complex logic of your return policy.
Automatic return portals can refuse customers who want to return products if they don't meet the return requirements, that way you or your staff don't have to give the customer the bad news.
Automated return portals can also help you and your team save time and ensure a better return experience for customers. For example, a task that took back 10 minutes now takes less than a minute with the auto-return portal.
As a returns software, ReturnKey can help you create a better returns portal for your customers so you don't have to waste a lot of time and effort.