Post by nurnobisorker14 on Oct 30, 2024 4:22:33 GMT -5
A customer's refusal of a delivered product is not only unprofitable delivery costs for the store and lost profits, but often also a tarnished reputation and a spoiled presentation of the product being sold. The temptation to change the situation with a tough approach to the consumer leads to bad consequences: if the store does not sell unique products, customers go to competitors. And if sales are conducted on a marketplace, it is simply impossible to establish your own rules. Therefore, in order not to be left with losses without customers, you need to carefully analyze the reasons for frequent returns and eliminate them.
Contents hide
1) What products are returned most often?
2) Impact of returns on business
3) TOP 10 reasons for return and how to avoid them
3.1) Made a purchase on impulse
3.2) Strict terms or conditions
3.3) Buyer's mistakes when choosing
3.4) Order for trying on several models
3.5) Failure to meet expectations
3.6) Incorrect or insufficient description
3.7) Poor quality or defective
3.8) The product's appearance is damaged
3.9) Long delivery
3.10) Errors in assembly or packaging
4) Conclusion
What products are returned most often?
Clothes and shoes are most often returned to the seller without being redeemed. The reasons are clear: manufacturers provide only a few size parameters for their products, while in reality there are many. There is nothing you can do about it, you can only reduce the number of returns by choosing the right suppliers and providing accurate detailed information about the items being sold.
But you shouldn't ignore the problem either, since the reason for the return may not be that the item objectively didn't fit your individual parameters, but rather because of poor quality, discrepancy between the actual characteristics and the size chart, errors in the description, and many other reasons that can be influenced.
When selling premium clothing, you need to be prepared for the fact that the number of returns will be as high as possible, since the demands of consumers in this segment are much higher than in the economy class, and the items themselves are more specific.
The colors and patterns used in the mass market are usually universal, they are less expressive than expensive designer solutions, but also less demanding on bulk email campaigns the parameters of the models. Thus, dark blue suits almost everyone, it can weakly emphasize the advantages, but almost never sharply dissonates with the color of the face, hair, eyes. But the luxurious Titian does not suit everyone. A red-haired beauty will probably be indignant, having received in the order an ultramarine keffiyeh, instead of an aquamarine one.
Increase your sales with Mokka
Impact of returns on business
Unilateral termination of a transaction by the client is always painful because:
The store bears significant costs for processing the order and delivering the goods. This includes not only the work of the courier, but also the managers who process the orders, the storekeepers who issue them, as well as payment for warehouse space and the equipment used. These costs are especially high for those companies that process applications manually, having refused to automate and robotize the process.
Selling goods from a sales floor that someone has already looked at and tried on at full price is more difficult than selling goods from a warehouse to a consumer. Items that travel a long time from one customer to another often lose their marketable appearance. Multiple openings of paper packaging lead to tears, the surface becomes worn, clothes can absorb the smells of those trying them on, etc. The store's reputation also suffers, since customers are almost always outraged if they receive an item that has lost its marketable appearance.
It is obvious that frequent returns, especially if their number increases, seriously harm the business. At the same time, it is wrong to try to prohibit the buyer from returning the goods in violation of the law, especially if the store sells clothes or shoes. It is also not worth rushing to limit the right to terminate the contract when selling other goods. At least, you should not do this indiscriminately, since in many cases the store is to blame for what happened.
The law allows the buyer to return any goods purchased in an online store within 7 days, including underwear and hygiene products.
TOP 10 Reasons for Return and How to Avoid Them
Statistics show that in most cases, buyers refuse previously ordered and often paid goods because:
Made a purchase on impulse
Bored users often entertain themselves by looking at products on the pages of online stores, which sometimes leads to spontaneous purchases. Most often, this happens with inexpensive products or in cases where the product does not require pre-payment. According to observations of employees of marketplace pick-up points, up to 40% of consumers do this.
But the reason for this is not at all necessary, it is the infantilism of buyers. Often unnecessary purchases are prompted by the tricks of marketing specialists of development companies, who try to confuse, make it difficult to compare with competitors and thus complicate the choice.
Therefore, people often simply get tired of meticulously studying the characteristics of a product and are tempted by advertising or a discount. Later, with a fresh mind, when emotions recede, comes the understanding that there was no need to rush with the purchase. Such spontaneous orders then remain unclaimed at the pick-up points. And the client, having terminated the contract, buys something from a competitor who offers a cheaper or better product.
It is almost impossible to avoid returning a product to an online store after competitors unexpectedly lower their prices, even if you set up prepayment. There is also nothing you can do if the consumer realizes that the product is not as good as it seemed at first glance.
Strict terms or conditions
If there is very little time to pick up an order from a pick-up point, and there are few points themselves, and it takes a long time to get to them, customers often put off their visit until the last minute, and then do not have time to pick up. The formal reason may also be illness, delayed wages, or even banal forgetfulness.
A flexible approach to the client will help reduce the number of returns in this case. You can extend storage for 1-3 days upon a separate request, send SMS notifications that the storage period is ending. Some stores go even further and, after automatic extension, individually consider customer requests to increase the storage period. If human resources allow this to be done without additional costs, this approach can be effective.
Contents hide
1) What products are returned most often?
2) Impact of returns on business
3) TOP 10 reasons for return and how to avoid them
3.1) Made a purchase on impulse
3.2) Strict terms or conditions
3.3) Buyer's mistakes when choosing
3.4) Order for trying on several models
3.5) Failure to meet expectations
3.6) Incorrect or insufficient description
3.7) Poor quality or defective
3.8) The product's appearance is damaged
3.9) Long delivery
3.10) Errors in assembly or packaging
4) Conclusion
What products are returned most often?
Clothes and shoes are most often returned to the seller without being redeemed. The reasons are clear: manufacturers provide only a few size parameters for their products, while in reality there are many. There is nothing you can do about it, you can only reduce the number of returns by choosing the right suppliers and providing accurate detailed information about the items being sold.
But you shouldn't ignore the problem either, since the reason for the return may not be that the item objectively didn't fit your individual parameters, but rather because of poor quality, discrepancy between the actual characteristics and the size chart, errors in the description, and many other reasons that can be influenced.
When selling premium clothing, you need to be prepared for the fact that the number of returns will be as high as possible, since the demands of consumers in this segment are much higher than in the economy class, and the items themselves are more specific.
The colors and patterns used in the mass market are usually universal, they are less expressive than expensive designer solutions, but also less demanding on bulk email campaigns the parameters of the models. Thus, dark blue suits almost everyone, it can weakly emphasize the advantages, but almost never sharply dissonates with the color of the face, hair, eyes. But the luxurious Titian does not suit everyone. A red-haired beauty will probably be indignant, having received in the order an ultramarine keffiyeh, instead of an aquamarine one.
Increase your sales with Mokka
Impact of returns on business
Unilateral termination of a transaction by the client is always painful because:
The store bears significant costs for processing the order and delivering the goods. This includes not only the work of the courier, but also the managers who process the orders, the storekeepers who issue them, as well as payment for warehouse space and the equipment used. These costs are especially high for those companies that process applications manually, having refused to automate and robotize the process.
Selling goods from a sales floor that someone has already looked at and tried on at full price is more difficult than selling goods from a warehouse to a consumer. Items that travel a long time from one customer to another often lose their marketable appearance. Multiple openings of paper packaging lead to tears, the surface becomes worn, clothes can absorb the smells of those trying them on, etc. The store's reputation also suffers, since customers are almost always outraged if they receive an item that has lost its marketable appearance.
It is obvious that frequent returns, especially if their number increases, seriously harm the business. At the same time, it is wrong to try to prohibit the buyer from returning the goods in violation of the law, especially if the store sells clothes or shoes. It is also not worth rushing to limit the right to terminate the contract when selling other goods. At least, you should not do this indiscriminately, since in many cases the store is to blame for what happened.
The law allows the buyer to return any goods purchased in an online store within 7 days, including underwear and hygiene products.
TOP 10 Reasons for Return and How to Avoid Them
Statistics show that in most cases, buyers refuse previously ordered and often paid goods because:
Made a purchase on impulse
Bored users often entertain themselves by looking at products on the pages of online stores, which sometimes leads to spontaneous purchases. Most often, this happens with inexpensive products or in cases where the product does not require pre-payment. According to observations of employees of marketplace pick-up points, up to 40% of consumers do this.
But the reason for this is not at all necessary, it is the infantilism of buyers. Often unnecessary purchases are prompted by the tricks of marketing specialists of development companies, who try to confuse, make it difficult to compare with competitors and thus complicate the choice.
Therefore, people often simply get tired of meticulously studying the characteristics of a product and are tempted by advertising or a discount. Later, with a fresh mind, when emotions recede, comes the understanding that there was no need to rush with the purchase. Such spontaneous orders then remain unclaimed at the pick-up points. And the client, having terminated the contract, buys something from a competitor who offers a cheaper or better product.
It is almost impossible to avoid returning a product to an online store after competitors unexpectedly lower their prices, even if you set up prepayment. There is also nothing you can do if the consumer realizes that the product is not as good as it seemed at first glance.
Strict terms or conditions
If there is very little time to pick up an order from a pick-up point, and there are few points themselves, and it takes a long time to get to them, customers often put off their visit until the last minute, and then do not have time to pick up. The formal reason may also be illness, delayed wages, or even banal forgetfulness.
A flexible approach to the client will help reduce the number of returns in this case. You can extend storage for 1-3 days upon a separate request, send SMS notifications that the storage period is ending. Some stores go even further and, after automatic extension, individually consider customer requests to increase the storage period. If human resources allow this to be done without additional costs, this approach can be effective.