Whether you’re considering introducing a self-service return | KIOSK policy or are already in place, here are some things to know. First, self-service returns are a great way to save time and resources by allowing customers to return items themselves if they have a problem. Second, self-service returns enable companies to identify trends and issues during the return process, such as packing errors, product malfunctions, and inconsistent product descriptions. They also allow brands to save money on restocking by identifying the issues early, which builds brand loyalty and trust.
Customers prefer exchanges over refunds.
While two-thirds of consumers intend to return items for an exchange, the rest will find another product from the same brand or a competitor. Which option your customers prefer will depend on how you handle returns. Consumers generally prefer exchanges over refunds because they save time and money and get the exact product they ordered. In addition, exchanges resulted in more repeat purchases and increased customer lifetime value.
Making exchanges easier for customers will increase the rate of repeat purchases. A higher return rate will encourage customers to try new products, which is good for both the retailer and the customer. Customers will also be more likely to buy again if an exchange is easy and quick. This means more revenue for your business. And because exchanges are easier than refunds, customers will feel more comfortable exchanging a product.
It’s essential to tailor your exchange policy to the item. A women’s bathing suit, for example, is hard to fit. So, allowing a little more leeway is vital when setting up your return policy. Understanding your customers’ needs will help you turn return policy issues into exchanges. It’s essential that your exchange policy is easy to use and offers a strong incentive for customers to choose a business instead of a refund.
Brands can improve customer service by implementing self-service returns.
In addition to giving customers more options, self-service returns can help brands identify trends and product malfunctions. Self-service returns help companies identify issues early on, saving time, resources, and money. In addition, customers appreciate the attention to detail from a brand that shows they care about their needs. The following are just a few ways self-service returns can help brands improve customer service:
A self-service returns portal allows customers to process returns themselves, avoiding employee processing costs and unnecessary waste. It also allows customers to return an item at their convenience without dealing with customer service representatives. When implementing self-service returns, brands should ensure the return window is long enough and state this clearly in shipping confirmation emails. According to a study by ShipStation, customers typically expect a return period of 32 days.
Implementing a self-service returns portal helps brands streamline the return process. Customers are more likely to make repeat purchases if their returns are easy to process. By making return policies clear and simple to understand, self-service returns can reduce customer service calls. The return process also provides valuable insight into how customers think and feel about your brand. By identifying what products cause customers to return, retailers can address problems before they lead to returns and create more accurate expectations for customers before purchasing their products.
