Lengthen Your Returns Policy
Many e-commerce stores are now providing their customers with an extended returns window. This is now often 100 days, in comparison to the regular 30-day policies we’ve seen previously. When tackling peak season, this can be a great place to start to ensure that your returns channels don’t become overwhelmed within a short time frame.
By providing consumers with a longer decision time, you’re discouraging a rush to return unwanted items. Additionally, you’re also adding to the after-sales experience by offering more flexibility to the returns policy and placing more trust in customers’ hands.
Some retailers in North America are even stretching their returns policy to a whole year, to help promote more balanced returns volumes month-by-month.
Offer Omni-Channel Returns
To provide a solution that works for all customers, retailers must facilitate a number of different ways to return. To cater to a variety of demographics, locations, budgets, and lifestyles that make up any consumer base.
For example, industry insights show that although return-to-store may be the most popular way to return overall, this can vary among age groups, with younger consumers accessing this option in lesser numbers. In the same way some shoppers may prefer the use of online platforms to return, while others want to do this in person, or pen to paper.
The broader your return options, the more flexibility and customization you can provide customers. That’s why it’s important, especially during busy seasons, to offer solutions such as in-store returns, alongside online returns options where customers can drop-off parcels to local postal points or have them collected. This has only become more valuable during the Covid-19 pandemic, where store closures have only raised the significance of access to online return options.