Let’s face it – nobody likes their products being returned. Especially if there is a risk of damaged or counterfeit products landing at your doorstep.
Online marketplaces like Amazon had issues resolving this, and ended up modifying the online return policies for customers across multiple countries. Although some of these policies are harsh on the sellers, there is some upside of business customer insights that one can glean from these returns.
Some facts and numbers on returns
A majority of the sellers in the refurbished goods space fall under the CDIT(Consumer Durable Information Technology). For example, it is predicted that in 2016, consumers will trade in approximately 120 million used smartphones making more than $17 billion dollars for their owners. The growth rate used smart phones is about 4 times that of overall smart phone market.
There are 3 types of products that are sold under the refurbished category:
- When the product has been returned without being used, or was unboxed
- When the product is returned due to minor damages caused during shipment, or
- When the customer returns it within 15-30 days due to ‘customer remorse’
22% of the online returns happen because the product looks considerably different from what it looked online. 23% of online returns happen because the customer received the wrong product.
What can we learn from returns?
Now let’s find out how product returns can be used as good sources of information and help scale up the business.
Accurately pin-point where you could have gone wrong
Mislabeling and misinformation happen a lot of times within your inventory. So, when you get to know the reason for the return of a particular product, you will be able to instantly rectify it.
For example: Are there errors in your product description, are any of your products wrongly labelled, is the box being delivered to the customer lacking any essential components, etc.
This resource of information should be constantly monitored to keep rectifying your mistakes and improve your online store in all aspects.
Use social media tools to get feedback
A customer who is not satisfied with your product will mostly use social media to comment about it. At this time, it is important that you to take all the criticism in a positive way and convert all the negative comments to positive. Be active on all important social media like Facebook, Quora, Twitter, etc. and follow your customers’ take on your brand and products.
Use correct return codes
The customer may not have the patience to list out the reasons for returning your product. So, you need to list out, in detail, accurate return codes and use this information for betterment of service.
Inspect the products returned and received
Check manually what went wrong with it and note down the respective flaw.
Returned products often tell the seller the flaws from his side, that might otherwise go unnoticed. But each time you receive a return, it is imperative for you to understand the reason of return and work on it to improve your service and win customer trust.
Primaseller provides a platform to have efficient management of inventory and orders for retailers. You will be able to integrate your multiple offline stores as well as online channels and run them from a single dedicated system.