5 tips on Online returns handling

Did you know 22% of delivered items are destined to be returned (source: Internet Retailing)? 3P Logistics have handled much returns and we understand that this could be a headache for retailers. On the bright side, we can use this opportunity to impress customers by offering exceptional services. ASOS is a good example of retailer which has a high customer retention rate, and one reason behind their success is their fuss free return policy. So what can we learn from them? 


1. Display your returns policy clearly
This should be displayed throughout the whole shopping experience, including before and after purchase. ASOS has put its return information on every single item page. This can offer them reassurance, which is extremely helpful when they are not 100% sure about the purchase. The link leads to the policy page which has demonstrated absolute transparency and has included every single detail, giving customers a peace of mind. 

2. Be nice! 
ASOS' returns policy starts with the line 'Do you want to return something? No problem!', which gives a positive and friendly initial image.Most importantly, ASOS offers free returns. Think about it, customers would have to pack and take the product to the post office already for a return, why would they want to be paying as well? Of course free returns would cost you more, but this will help retaining customers and boosting extra conversion in the future (Econsultancy). According to Zappos, 'people who regularly return items can be some of your best customers'. 

3. Show great images, videos, with detail product description
Since customers cannot actually see or touch the products, they may have their own version and interpretation of the product in their head. Once it has arrived and they find out it is not what they expected they will return it. To minimize return rate, clearly displaying your products is the key. Make sure pictures are as 'real' as possible, with high resolution so people can zoom in to look into the details. Not only does ASOS offer catwalk video and multiple images taken from different angles, it has also listed all the measurements, materials and even product care information for every single item. This way customers can get as much information as possible and they would have a clearer idea of the product, hence less returns. 

4. Send return document with your product

ASOS has always included return information, forms and labels in the packages. This makes things much easier for your customers and with the address pre-printed, less mistakes would be made in the return process. The return form should also be asking for feedbacks so you can uncover problems or trends. 

5. Inform your customers

Don't worry - your customer would not be annoyed. The more information they receive about the return process the merrier. Send them an email when you have received the product, send them another email when the replacement is dispatched or a refund has been issued. Just keep them updated. I am sure they will appreciate the effort!