Mexican consumers are increasingly aware of their rights as buyers, simply in 2015 claims for returns increased by 57% in sales made online, according to the National Commission for the Protection and Defense of Users of Financial Services (CONDUSEF).Unfortunately, they do not always have the possibility of making returns if they change their mind or simply find a cheaper option elsewhere, for this reason, having a good return policy or product guarantee is highly valued by potential customers, especially in internet sales sites. An online store that has a good return policy gives customers the confidence to make purchases continuously.
The constant return of products can put additional pressure on customer service teams, especially in times of peak demand. In seasons like Christmas or Valentine's, the last thing a business wants is to add stress to its care advisers and much less frustration to its clients. Improving return policies can transform the customer service department and make life easier for customers and the company.
Highlight your Return Policy
It is vital that your company's return policies are clear and available on the official site, packaging, and stores. Your customers don't want to waste their time searching for information or having to read the fine print, so keep them in obvious places and in plain sight. This will make it easier for your care team to focus on other queries.
Consider that some clients prefer to solve problems themselves. Self-service tools such as FAQ (frequently asked questions), forums or multimedia material, can help everyone to solve their doubts in less time and in particular if it is a return.
It offers a wide variety of options for the customer to make a return for it with minimal effort, and clearly defines the policies so that they can solve various return situations.
Offer a great customer experience across all your platforms
The line between a physical store and an online store should be imperceptible to your customers. You need to make sure that the customer buying process is consistent, no matter if they visit the store, the website or a mobile app. This will help you gain the trust and loyalty of your consumers.
Whichever channel you choose to offer your customers the opportunity to buy, everyone must have systems in place to serve a dissatisfied customer.
For companies that do not have physical stores available nationwide, they must provide customers with quick return methods that do not involve moving from one place to another. By providing easy-to-apply policies, those who do not wish to make a return in a physical store will find other easy options to return a product.
Similarly, shipped products must include clear instructions on in-store return policies. Consider including address and contact information for the closest store, customized for each customer. Subtle details like this can go a long way in helping customers achieve the highest level of happiness in the return process.
If you have very popular products that are constantly out of stock, offering a ship-to-store option can keep customers buying again. The idea that any product is for sale, regardless of the status it has in inventory, will achieve visits to physical stores and will keep the customer satisfied.
Minimize the probability of returns
This last point is very important to save time and money. We will start with the most obvious recommendation and that is: make sure all your inventory is in the best condition before it leaves the warehouse; If you detect that there is a product that is constantly being returned, it is important to identify the problem with it and solve it as soon as possible. The same applies to the company that makes the deliveries, in case you use one, make sure that the shipments comply with the promise in a timely manner.
Use quality images on your website - they are professional, eye-catching and high resolution. If possible, include more than one image per item, especially if it is clothing or furniture so that the customer can see different angles of the item and integrates the zoom function. The more real you can see the image, the customer can see it and will be less surprised when you receive the piece.
These are some tips that can be useful in your company, the more measures you put into practice so that the user has a satisfactory experience, the greater the possibility that they will become a loyal consumer of your brand.
As of 2015, claims for e-commerce purchases rose 57%
