One of the most important aspects of customer service is not what companies do leading up to a purchase by a consumer, but how they respond to a customer that is unhappy with their product. There are many e-commerce companies that don’t spend the time and resources they should on reverse logistics. According to the article, 85% of consumers will not be a repeat buyer of an online retailer if the return process is a hassle. On the other hand, 95% of consumers said they would return to an online retailer if the process is convenient.
Some online companies don’t have a return process at all, while others have one but don’t give it the attention it deserves. As a result, customers become irritated because they have to go through a long process to return a product. Online businesses need to have an efficient reverse logistics process to have repeat customers and sustain growth. To do this, there are three factors companies should consider. The three factors are the return process should be easy to implement, cost-effective, and customer-friendly.
A way for online companies to change or implement a return process is to hire a third-party company. A third party provider would allow for a better understanding of the return process requirements and whether a new return process could help the business grow. A provider could customize the return process so it is tailored towards what the online retainer wants. In addition, it could be integrated with the retailer’s web site, so the customer can easily see how to return an item if necessary.
Managing returns across boarders is also important. The following is a list of questions for companies to consider when managing their cross-boarder returns process:
• How long will customers have to wait for a refund or replacement item?
• How can customers track items in the system?
• How can you monitor the rate of returns by the market?
• How can you manage stock re-integration?