Take it from Jack at Lounge:<\/a><\/p>\n\u201cOne of the biggest benefits is having your customer service team liaising directly with your warehouse team: Peoplevox allows all areas of the business to have a full view on where the orders are in the processing journey.\u201d<\/em><\/p>\nIf you do this well, that customer now has every reason to trust you more, tell their friends that your customer service is ace, and feel comfortable shopping with you again.<\/p>\n
Getting a return on returns<\/h2>\n
Returns are annoying. You think you\u2019ve done everything right: attracted someone in, they\u2019ve found something they want, in stock, made the purchase\u2026 you\u2019ve then fulfillled the order, got it shipped, delivered, all smooth. Marketing, sales and operations in perfect harmony. Then\u2026<\/p>\n
Returns happen for all kinds of reasons, some more honest than others. There\u2019s probably a sliding scale from: \u2018doesn\u2019t suit me\u2019, \u2018gift recipient didn\u2019t like it\u2019, through \u2018looked different in the photo\u2019, to \u2018I ordered the same thing in 4 different sizes with every intention of returning 3\u2019 and the serial behaviour of ordering a whole \u2018haul\u2019 of items just to try them on and have a look, like you would in a physical store, again, fully intending only to keep the favourites.<\/p>\n
Rather than cursing blindly at these customers, I think brands can accept that returns are a part of life. It comes with the territory. Many do! Many realise that returns are another opportunity to show your customer just how generous, understanding and \u2018easy to shop with\u2019 you are. Your returns process should be just as smooth as your purchase process.<\/p>\n
![\"fashion](\"https:\/\/i.pinimg.com\/originals\/50\/14\/d8\/5014d8de7071061cb3684ce277e86f2b.jpg\")
<\/p>\n
Ideas?<\/p>\n
\n- Print clear instructions on both the website and embedded into the item\u2019s packaging.<\/li>\n
- Provide a pre-printed returns shipping label or a digital returns portal branded to match the webstore.<\/li>\n
- Make your packaging reusable for return shipping with \u201ctear strips\u201d and double-sided closing tape, so the customer doesn\u2019t have to find a new box\/mailer.<\/li>\n
- Automate booking to have a courier come to the customer\u2019s address and pick up the returned item, saving the customer a trip to the post office.<\/li>\n<\/ul>\n
The scope for epic reverse logistics is really broad! And a tremendous benefit of a remarkable returns experience is that the customer will be all the more confident shopping with you, as they know even if they get the wrong size or it just doesn\u2019t look the same on, getting it right will be hassle free again.<\/p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section]\n","protected":false},"excerpt":{"rendered":"
No matter how reliable, consistent, fast or accurate your service is as an ecommerce company, there are two inevitables. Customers getting in touch to ask ‘where is my order’? Customers returning their purchased items. Particularly in fashion, where return rates can be as high as 40%, these challenges may seem like a purely negative thing […]<\/p>\n","protected":false},"author":1,"featured_media":243284,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"on","_et_pb_old_content":"No matter how reliable, consistent, fast or accurate your service is as an e-commerce company, there are two inevitables.\n\n\n\n \n
\n \t- Customers getting in touch to ask 'where is my order'?<\/span><\/li>\n \t
- Customers returning their purchased items.<\/span><\/li>\n<\/ol>\n \n\nParticularly in fashion, where return rates can be as high as 40%, these challenges may seem like a purely negative thing that you have to deal with: hiring customer service representatives, losing money on sales, endless anxiety about whether you have a hoard of bad reviews about to hit your TrustPilot and unhappy customers on the other end of the phone.\n\n \n\nIn the spirit of seizing opportunity where others see disaster, I wanted to offer a new way of looking at these two scenarios. Instead of letting them be exclusively bad things, can you lean into them and take them as opportunities? They are, when viewed through an optimistic lens, two times where you as a brand have a chance to go above and beyond to impress a customer, show them how much you care, and actually increase their loyalty as a repeat buyer.\n\n \n