Returns management: 7 tips to turn it into an opportunity
12 July 2023
Returns management can be seen as a challenge for many retailers, no matter the size of your business. But did you know it can also become an opportunity for your company? By taking the right approach, you can turn this often-dreaded step into a source of growth and customer satisfaction. Here are 7 practical tips to reduce your shipping costs related to returns and optimise your logistics.
Simplify the returns process
Offer your customers a simple and seamless returns process. You can set up a user-friendly online returns system, with clear and easy-to-follow steps. Provide detailed instructions on how to return items, including required packaging and the return label. The simpler the returns process, the more likely your customers are to follow it, reducing incorrect or incomplete returns. Clear and concise communication is essential to build trust with your customers.
Improve product descriptions
A detailed product description can help your customers make a more informed purchase decision. This reduces the risk of returns due to unmet expectations. This includes clear information about the product’s features, dimensions, and materials. Include high-quality photos showing the product from different angles to help customers visualise the product realistically. By providing all this information, you’ll reduce returns caused by discrepancies between customer expectations and the actual product!
Use order consolidation
Order consolidation means combining several orders into a single shipment, which helps reduce shipping costs. This method is especially effective when you have multiple orders from the same geographic area. By consolidating orders, you save on individual shipping fees and reduce the number of shipments needed. This process can help reduce returns related to multiple shipments.
Choose a variety of carriers
Don’t put all your eggs in one basket! Diversify the carriers you work with to optimise your shipping costs related to returns. Why settle for just one carrier when you can have options?
By working with several carriers, you can compare prices, delivery times, and services offered. This allows you to choose the most suitable carrier for each shipment based on its destination, size, weight, and your specific needs. You can juggle between options to find the best value for money!
Analyse the reasons for returns
Don’t see returns and take-backs as just a formality. Instead, treat them as an opportunity to get feedback from your customers. Customer returns are a goldmine of valuable information. They help you understand what works and what doesn’t. Analyse the reasons for returns and identify trends to continuously improve your products or services. By listening carefully to your customers, you can make relevant changes that meet their needs and increase their satisfaction.
Don’t underestimate the positive impact of efficient take-back management. By offering a fast and responsive service when a customer has an issue with your product, you show that you care about their satisfaction. This strengthens their trust in your brand and encourages them to stay loyal.
Offer alternative return options
Give your customers different return options for more flexibility. For example, you can allow in-store returns or returns via collection points. This lets customers choose the most convenient option for them, while reducing your shipping costs. Make sure these alternative options are clearly communicated on your website and during the purchase process. Your customers need to know they’re available to use!
Think about co-transport!
By far our best tip: take advantage of all the benefits of co-transport offered by Cocolis for managing your returns! A must-have to comply with the requirements of the AGEC law detailed in our previous article.
Not familiar with Cocolis yet? It’s a platform that connects people who want to send items with those who have space in their vehicle to transport them. It’s a bit like carpooling, but for objects! This lets you reduce shipping costs by using a carrier who’s already on the move.
What’s more, by choosing Cocolis as a delivery option, you can enjoy the benefits of the sharing economy and reduce your carbon footprint. This can also be a selling point to attract eco-conscious customers!
Don’t hesitate to try and put all these tips into practice to turn your returns into a real growth opportunity. By optimising these aspects of your business, you can not only reduce your shipping costs, but also improve the customer experience and strengthen trust in your brand!
