If you’re listing down areas to improve on when it comes to your online business, prioritize reverse logistics.
Returns are inevitable for merchants. Data from the National Retail Federation reports that merchandise returns cost retailers more than $260 billion in lost sales. While the numbers might seem discouraging, you can still take the opportunity of reverse logistics to increase customer loyalty and sales.
Your return process is a critical part of your customer’s experience. By improving on your reverse logistics technology and strategy, you can do just that — and more.
How Does Improving Reverse Logistics Increase Sales?
Managing returns is a costly effort that affects your profitability. Returns, however, shouldn’t just be about reducing costs. It starts with prioritizing your customer — how can you simplify the process for them?
Customers aren’t big fans of lengthy and complicated returns. If it takes a day or two before they can return a shirt or if they are passed from one person to another, they are unlikely to return to your shop. When your return process is stress-free, on the other hand, you encourage customers to shop with you again.
The Areas You Need to Improve On
Start with the basic return policy. Check if customers can easily find and understand your store’s policies. Your return policy should have direct and clear instructions on what items can be returned, how customers can return them, and who customers should approach.
Your return policy should also be clear to your staff. Well-trained and helpful staff can also simplify your customer’s experience.
Ease of Making Returns In-Store
Customers value their time and money. If your return process includes long lines and too much paperwork, you might get negative reviews online.
Review your current return process. Is there any line you can cut or paperwork to reduce? Is there any unnecessary step that can be removed from the process? Remember: customers are looking for shorter service lines and easily accessible counters.
Ease of Shipping Products Back to You
Online shops have customers who ship their items back to them due to defects or other reasons. Customers should not have problems with how they can return it. Simplify their process by providing free shipping, return labels in boxes, and easy-to-print labels.
Outsource Your Reverse Logistics
Handling reverse logistics can cost a pretty penny, especially if you want to put competent processes in place. For this reason, plenty of companies choose to outsource their reverse logistics (or some areas of it). Outsourcing is a cost-effective way to properly manage your processes.
Outsourcing requires partnering with a trusted third-party logistics provider. Doing so can save you from investment in staff, warehouses, transportation, and technology. Retailers can focus on their operations and expand without taking extra work while the outsourced logistics company can take care of customer experience.
Your business’s return process is a crucial part of your operations. When properly managed, you can cut costs, expect more sales, and improve your customer service.
Meta title: Reverse Logistics Areas that Require Regular Improvements
Meta description: Your return process is a critical part of your customer’s experience. By improving on your reverse logistics strategy, you can do just that — and more.