How to: Handle Post-Holiday Returns€¦ · Some Holiday Return Statistics Per Retail Equation: •...
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How to: Handle Post-Holiday Returns
Transcript of How to: Handle Post-Holiday Returns€¦ · Some Holiday Return Statistics Per Retail Equation: •...
How to: Handle Post-Holiday Returns
Some Holiday Return StatisticsPer Retail Equation:
• Returns were 2.5x higher on Dec. 26th than average– 2x higher on Dec. 27th
• Midwest has the highest return rate:– Ohio at 25.6%, Illinois at 24.8%
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Product pictures
Informative descriptions
User reviews
Quality checks
Informed staff/FAQs
How to Prevent Returns
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Product pictures–Multiple angles &
options
–Mimic product photos
you admire
– Upgrade your camera
How to Prevent Returns
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Informative descriptions– Consistency– Accurate sizing charts
How to Prevent Returns,Cont.
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User reviews– Provides an
honest opinion–Manage/
moderate the reviews
How to Prevent Returns,Cont.
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Quality checks– Before taping up
the box, ensure the right product is shipping
How to Prevent Returns,Cont.
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Informed staff/FAQs– Contact options at check-out– Collect common questions & make them visible
How to Prevent Returns,Cont.
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Keep customers informed
Keep it simple
Stay flexible
Free returns
Killer Return Policy
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Granify analyzed ~3 million shoppers & ~900K transactions:– Return Policy consistently outranked Price &
Social Proof as THE deciding factor UPS reports over 66% shoppers
review Return Policy– 82% react positively to free returns
Killer Return Policy Stats
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Keep customers informed– Easy-to-Find:
• Link to Return Policy from Home, Check-out, & Product pages
• DO NOT make customers search for it
Killer Return Policy,Cont.
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Keep it simple– Easy-to-Understand:• What items can be returned• Store Credit VS Full Refund• Timeframe to return• Free return shipping?
Killer Return Policy,Cont.
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Stay flexible– Depending on your products, open up the
return window
– Go big• Set yourself apart from competitors & stand by
your products with a long return window
Killer Return Policy,Cont.
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Free returns– Everyone loves free– Absorb cost into product price– Above & beyond: include return label with outgoing
products
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Killer Return Policy,Cont.
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Per study from Washington & Lee University:
– Customers who pay for returns decrease spending at that store by 75% - 100% over 2 years
– Customers who don’t pay increase spending by 158% - 457% over same period
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More Return Policy Stats
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Customer Support– Even with visible policy &
included labels, customers WILL contact you
– Dedicated support• Phone number• Email• Live Chat
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Handling Returns Requests
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Customer Support– Offer exchanges• Delicate territory• Depends on reason for
return• Mention similar items,
different sizes, etc.
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Handling Returns,Cont.
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Unopened product• Still sealed & never
worn/used• Send to warehouse
– Restock item• Update inventory lists• Repackage
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Return Received
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Opened product• Seal broken, clearly worn/used, damaged• Send to office/warehouse for review
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Return Received
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Opened product, cont.– If re-sellable:• eBay, Amazon, or
another high-traffic marketplace
• Create an “Open Box” section on your site
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Return Received,Cont.
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Opened product, cont.– If un-sellable:• Consider donating• Return to manufacturer
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Return Received,Cont.
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Anticipate the Increase– Staff appropriately
to process products & refunds
– Display Support hours & channels clearly• Train employees on
return policies & procedures
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Holiday Returns
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Extend returns– Vacations, etc., means gifts may not be
opened until weeks/months after purchase– Typically 30-days? Go 45 or 60. – Be lenient
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Holiday Returns,Cont.
