Retourneren is de afgelopen jaren een hot topic binnen e-commerce. En afgelopen jaar was geen uitzondering. Dat is ook niet gek, retouren raken namelijk meerdere afdelingen binnen een bedrijf, denk aan klantenservice, magazijn, maar ook finance en inkoop. Webshops zijn het over één ding eens: Het retourproces, dat kan vaak beter. Om je op weg te helpen geven we je graag inzicht in de retour trends die aankomend jaar gaan spelen. Daarnaast geven we concreet advies hoe jij met deze trend aan de slag kan in 2023.
Free returns are no longer the standard. We saw major players like H&M and Zara experimenting with paid returns last year. No surprise, as a return costs a webshop around €12.50 on average. Paying for a return should become an incentive for consumers to make less impulsive purchases and think more carefully about a purchase. Several online shops are expected to follow suit in 2023.
One reason to choose paid returns: Are you dealing with relatively low prices and little margin for your products? Chances are return costs could easily exceed your sales. Look closely at your return rate and compare your average order value with the average return costs. Are you losing out here or playing favorites? Then consider making the move to paid returns.
One reason to opt for free returns: If you generally deal with products with higher prices and a high margin, you don't want to raise the purchase threshold for customers with additional return costs. Does this apply to your product range? Then at the bottom line, you can take those return costs for granted and factor them into your budgets.
Do you really want to make future-oriented steps? Then you can nuance your return policy by offering both free and paid returns - depending on certain factors. This does require advanced automation in your returns policy, so that depends for a while on the tooling you have at your disposal. Do you have that? Then you have gold in your hands. Some applications could include:
The label in the box is a concept that has existed since 1968. Quite passé in the year 2023. Yet it is secretly still widely used by webshops, but like many other processes, returns are becoming increasingly digital. Instead of a handwritten return form, an online form is then used. This way, a return is notified in advance and the webshop knows that a return is on its way and for what reason. This has several advantages: For instance, it gives you the chance to prevent unnecessary returns, e.g. when a damage is not justified, so the return can be rejected in advance. In addition, you can directly link multiple carriers and are not bound to one carrier, as with a label in the box. This way, your customer can return to his favourite parcel point around the corner or opt for a pick-up. More insight, fewer unnecessary returns and better service for your customer. A no-brainer then.
A digital returns process starts with an online returns form. Regardless of whether you build this yourself or get started with rma software, you need to know the following:
The power of a digital returns process is in the automation of your returns policy. But before that, it is important that you have a clear idea of what your return conditions are.
You want to collect all registered returns in an overview, such as in a returns portal. That way, you have immediate insight into the return status. On average, 40% of customer service enquiries are about returns, so consider giving customers protected access to the return information and status of their registered returns. This way, you will catch the bulk of questions.
Of course, you don't have to build a digital returns process yourself. These days, you can easily opt for plug & play returns software, such as Returnless. The advantage of this is that you can easily link your existing CMS via return software and thus directly connect all carriers.
It's a payment method that has made a big splash recently: Post-payment. It has greatly accelerated the growth of e-commerce, because consumers are now - instinctively - less at risk when they make an online purchase. Consumers buy faster and average order values are higher. With post-payment, webshops see an average 10% conversion increase. However, figures also show that with retrospective payment, the return rate is higher, something to keep an eye on.
It can be interesting to experiment with post-payment, especially if it makes it easier for customers to buy from you. 40% of consumers spend more at a web shop when they can pay afterwards. That sounds super interesting, of course, but check carefully whether that conversion increase is also more profitable at the bottom of the line. You can do this by comparing the order data with the return data. There are several factors that are important, such as post-payment in combination with a pleasant return process can ensure an excellent customer experience and ultimately increase customer retention. Food for thought.
An emerging trend we saw last year is the use of coupons for returns. Besides a refund, more and more online shops offer a coupon as an alternative. A coupon is an automatically generated discount code that allows consumers to buy from the (web) shop again for the amount of the returned item. This is advantageous because it encourages consumers to revisit the shop. You do not 'lose' the consumer after the purchase is returned and are assured of a new purchase. Return data shows that 30% of consumers opt for a coupon instead of a refund!
With a return, the option of a refund should not be missing, of course. So how do you make sure that your customers opt for a coupon after all? A smart method of web shops that offer coupons is to make the coupon option more attractive by combining it with free returns or extra shopping credit. If a customer chooses a coupon, they get free returns or extra shopping credit, for example. If a customer chooses a refund, they have to pay for the return label. You can implement the coupon option in your online returns form, provided you work with a digital returns process.
Hopefully, these return trends have inspired you to get started on a future-oriented return process in 2023. Now, do you have questions about digitising your returns process? Then take a look at Returnless.