When given the option, over 50% of customers prefer paperless labels. Trying to satisfy their customers, companies like Amazon, Nike and ASOS have already enabled paperless return options on their e-commerce stores.
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Personalization has an underrated value. It not only serves to increase sales productivity in e-commerce, but also to manage returns effectively.
Retailers need to move away from a one-size-fits-all approach to returns management. To accelerate omnichannel e-commerce and deliver a better post-purchase experience, businesses should consider custom returns. One of the safest ways to do this is to develop a dedicated e-commerce returns policy for loyal or long-term customers, for example.
In any case, brands should strive to make it personal for each buyer.
How do you know what your customers expect from you? For china whatsapp number database example: would they like to wait for your local pickup service or would they prefer to take the package to the designated point or to your logistics partner (UPS, USPS, FedEx, etc.)?
To find out, you can collect customer feedback and leverage data analytics to meet their needs and improve their experience when performing reverse logistics. Check out how different brands leverage the power of personalized marketing to improve the customer return experience:
Local Pickup Program - Levi's
"Custom Return Policy" if a customer needs a specific time frame to return the purchased item - Jones & Son
Free return incentive for shoppers who choose to receive a store credit instead of a refund - Dollskill
Return period extended to 90 days for VIPs only - Road Runner Sports
So far, only 9% of brands have implemented VIP return programs. You can become one of the e-commerce pioneers who use such a tactic to delight customers with nice bonuses for being loyal.
Speaking of free shipping on returned items, e-commerce companies rely on this strategy more than anything else, in fact. We will discuss it further in the next paragraphs.