9 ways to reduce the number of online returns
Posted: Sun Jan 26, 2025 4:44 am
Last year, online shoppers returned more than 20.8% of all merchandise ordered, according to the National Retail Foundation .
Most of the reasons an item is returned boil down to a poor customer experience. If customers feel cheated or unsupported, they will quickly return an item.
No brand can completely eliminate returns, and that's because customers return items for a wide variety of reasons, some of which are beyond our control. The top reasons customers choose to return products effective turkey mobile numbers list purchased through online shopping are:
The item did not match the product description and/or customer expectations
The item arrived late and the customer no longer needs it
"Wardrobe" defined as returned items that are never intended to be kept
The merchant sent the wrong product
The item was damaged or defective
How to reduce the number of returns?
We bring you 9 ways to do it:
1. Encourage product exchanges over product returns
Encouraging customers to exchange products instead of returning them for a refund won't eliminate all the costs associated with processing a return. Even with exchanges, you'll still pay return shipping and any labor costs associated with the return process.
However, exchanging a product instead of refunding means you get to keep any profit margins you make from the sale, which can sometimes be a huge boost to your company’s bottom line. Plus, you still get the chance to delight the customer with a product and hopefully build loyalty from there.
2. Provide detailed and accurate product descriptions
One of the main reasons why online purchases have a higher return rate than products purchased in physical stores is the fact that customers are not able to examine the products in person. This makes it much more likely that a customer who buys a product online will end up returning their purchase because it did not meet their expectations.
The best way to combat this is to make product descriptions as detailed and accurate as possible. When customers know exactly what to expect from the product they are purchasing, the chances of them being dissatisfied when it arrives are much lower.
This is especially true for clothing: size charts, size guides, and any other information to help the customer avoid buying the wrong size. Likewise, any type of furniture should include clear dimensions, and any type of technology should include detailed specifications.
3. Show multiple high-quality product photos that provide context
Continuing with the theme of letting customers know exactly what they're getting, there's no element of your product description more important than product images.
In addition to using high-quality product images that showcase products in the most appealing way possible, it's also a good idea to use product images that provide context about the product.
By displaying multiple high-quality photos or videos that provide context, you can ensure there are no unpleasant surprises when a customer uses your product for the first time.
4. Take advantage of your product reviews that help other customers
Most of the reasons an item is returned boil down to a poor customer experience. If customers feel cheated or unsupported, they will quickly return an item.
No brand can completely eliminate returns, and that's because customers return items for a wide variety of reasons, some of which are beyond our control. The top reasons customers choose to return products effective turkey mobile numbers list purchased through online shopping are:
The item did not match the product description and/or customer expectations
The item arrived late and the customer no longer needs it
"Wardrobe" defined as returned items that are never intended to be kept
The merchant sent the wrong product
The item was damaged or defective
How to reduce the number of returns?
We bring you 9 ways to do it:
1. Encourage product exchanges over product returns
Encouraging customers to exchange products instead of returning them for a refund won't eliminate all the costs associated with processing a return. Even with exchanges, you'll still pay return shipping and any labor costs associated with the return process.
However, exchanging a product instead of refunding means you get to keep any profit margins you make from the sale, which can sometimes be a huge boost to your company’s bottom line. Plus, you still get the chance to delight the customer with a product and hopefully build loyalty from there.
2. Provide detailed and accurate product descriptions
One of the main reasons why online purchases have a higher return rate than products purchased in physical stores is the fact that customers are not able to examine the products in person. This makes it much more likely that a customer who buys a product online will end up returning their purchase because it did not meet their expectations.
The best way to combat this is to make product descriptions as detailed and accurate as possible. When customers know exactly what to expect from the product they are purchasing, the chances of them being dissatisfied when it arrives are much lower.
This is especially true for clothing: size charts, size guides, and any other information to help the customer avoid buying the wrong size. Likewise, any type of furniture should include clear dimensions, and any type of technology should include detailed specifications.
3. Show multiple high-quality product photos that provide context
Continuing with the theme of letting customers know exactly what they're getting, there's no element of your product description more important than product images.
In addition to using high-quality product images that showcase products in the most appealing way possible, it's also a good idea to use product images that provide context about the product.
By displaying multiple high-quality photos or videos that provide context, you can ensure there are no unpleasant surprises when a customer uses your product for the first time.
4. Take advantage of your product reviews that help other customers