Offering flexibility to customers in ecommerce has become a real priority for brands. And we're not just talking about being flexible at the time of purchase, including offering alternative payment methods or different logistics providers. We are also talking about providing flexibility at the time of returns and exchanges.
Customers have different needs and brands must know how to identify and solve them in their own websites in order to build customer loyalty and turn them into repeat customers. We have already talked about how important this is nowadays and that it is precisely this "affection" for customers that makes them choose one brand over another.
Therefore, if you have started to offer flexible return policies to your customers, don't only update this on your return policy section, also make sure that this is visible to your customers in other parts of your front-end.
But first, let's take it one step at a time. Here are some tips that we included in our last State of Returns 2023 report where we explained what information your Returns Policy section should contain:
- Detail which items can be returned or exchanged. If you offer a variety of items and some are not returnable or exchangeable, specify this so that your customers know before they make their purchase.
- Highlight return deadlines. It is important that you include this information so that your customers know how long they have to request a return.
- Explain the conditions under which the product can be returned. There will be cases in which it is not possible, for example, once being worn.
- Specify the types of refunds that are allowed in your ecommerce. For example, if you offer instant refunds, explain this so that your customer knows that they will receive their money back in just 6 seconds. Or if you offer in-store credit, also highlight it so that all your loyal customers know that they have this advantage.
- Include all the costs that come by requesting a return and that need to be handled by the customer: return shipping, if you charge for the return itself or for a specific method, etc.
- Explain the steps in the return or exchange process. Any additional information in this section of your ecommerce will be more than welcome, so specify the steps that your customer must follow to return or exchange the product: when to send the product, if you pick it up at home or if you can take it to a collection point, etc.
And now we give you some recommendations on how to give greater visibility to all these advantages included in your return and exchange policy section:
- Include this section in the footer of your ecommerce so that your customers can easily locate it and access all the information about it.
- Send an email to your database informing about the new returns and exchanges process implemented in your ecommerce. Communicate its main advantages (fast, simple, free...) and take the opportunity to explain which are the steps to follow from now on when requesting a return or exchange.
- In the same way that you highlight free shipping or certain discounts in the header of your ecommerce, take the opportunity to include a phrase such as "Instant refund" or "Easy returns" in the top bar of your homepage.
- If you want, take advantage of a prominent image of your ecommerce to give it more visibility on the homepage.
- Use your social networks to inform your followers of this new way of making returns and exchanges in your ecommerce.
- And from now on, if you already offer Reveni in your ecommerce, activate your widget! This way, your customers will be informed from the moment they access the product page that if they need to make a return or exchange, they can do it easily with Reveni.
As you can see, it is just as important to listen to your customers' needs as it is to satisfy them and communicate with them so that they know they have been heard. Take advantage of this "back to school" period to talk to your customers and tell them about all the news that lies ahead.