One of the problems that e-commerce merchants have to face is returns. In February, YouGov,
on behalf of Doddle, conducted a survey among more than 1200 US customers to
examine how important the process of returning items is to shoppers. The study revealed that the operations set up
by retailers are not keeping pace with the growth that the world of online
shopping is witnessing.
The research showed that 75% of respondents believe that
retailers should be doing more to improve their returns practices. This is because a positive experience will
encourage buyers to complete a purchase from you and to come back to your
online store again. Moreover, this feature is considered to be as important as
payment and delivery when conducting an e-commerce transactions.
Considering the significance of this factor, online sellers must ensure that they are providing a top-notch service and at the same time they are being cost-effective as well. This is because if even a quarter of your orders are returned, a small saving on each package can add up very quickly. Thus, if you target this area for cost-reduction, you will be able to yield both short-term margin improvements and longer-term value through a simpler, more streamlined customer experience service.
The returns process is important for customers
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