Minimize product returns and create a better shopping experience for your customers by taking strategic measures when setting up and operating your eCommerce store.
The Key to Success: Setting Clear Expectations
Don’t wait for returns to become a problem. Build your online store to minimize them from the get-go. When customers know exactly what they’re getting and have all the information they need, they’re much less likely to return a product.
This includes things like high-quality product images and detailed descriptions, clear shipping and return policies, and a user-friendly website that’s easy to navigate.
Take the time to get your store setup right from the beginning, and you’ll avoid costly and time-consuming returns. Plus, you’ll build trust with your customers – and that’s what keeps them coming back for more.
10 Strategies for Setting Up Your Store to Minimize Returns
Here are some top tips for setting up your eCommerce store in a way that will minimize product returns and exchanges:
1. High-Quality Product Images- Minimize Product Returns
Forget grainy, poorly lit images – they’re guaranteed to drive up your return rates. Instead, use high-quality photos that showcase products from every angle.
Make use of zoom functionality to let customers examine intricate details, and if possible, offer 360-degree views to create a more immersive shopping experience.
Clearly show product variations like colour, size, and material so that what customers see is really what they get.
2. Detailed Product Descriptions
Too many returns happen because of unclear product descriptions. Make detailed product descriptions to give customers a clear understanding of what they’re buying. When customers know exactly what to expect from a product, they’ll be less likely to be disappointed or return the product due to unexpected features or benefits.
Make sure your product descriptions clearly explain the features, benefits, and use cases of the product. Use simple language, avoiding jargon that might confuse potential buyers. Include key product specifications like dimensions, weight, materials, and care instructions.
Here are some tips for writing clear product descriptions:
- Use sensory language: Bring your products to life with sensory language. “Soft”, “bright”, “warm” or “durable” – these words help customers imagine holding, feeling, and using the product.
- Break up long paragraphs: Break up long paragraphs with bullet points, numbered lists, and short, scannable sentences. No one wants to wade through a wall of text! Don’t overwhelm customers with too much information.
- Include product features in a logical order: Organize product features in a logical order, such as starting with the product’s purpose or main benefit, and then listing other features or specifications.
Think like a customer and preemptively answer their questions. Does the fabric have stretch? Is the product compatible with other devices?
By proactively providing all the relevant information, you set expectations and empower customers to make informed purchase decisions, reducing the chances they’ll return products because they didn’t meet their expectations.
3. Size Charts and Fit Guides- Minimize Product Returns
When it comes to clothing and accessories, sizing issues are a top reason for returns. Help your customers find their perfect match every time by providing size charts and fit guides. This way you can help customers make informed decisions and reduce the chances of returns because of sizing.
Make sure your size charts are easy to read, with accurate measurements and clear labels. Take it a step further with detailed fit guides describing how the garment should fit, whether it runs small or large, and highlight any unique fit details customers should know.
You know what’s helpful? Seeing how clothes look on real people. Add customer photos and reviews to your product pages to provide social proof that helps customers pick the right size and builds confidence in their purchase, leading to fewer sizing-related returns.
4. Intuitive Website Navigation
If people can’t find what they’re looking for on your website, they’ll just go somewhere else. Intuitive website navigation is crucial for customers who are looking for specific products or categories. By providing a clear and logical navigation structure, you can help customers find what they’re looking for quickly and easily. This reduces the likelihood of returns due to mismatches or lost sales.
- Clear Organization: Organize your website with clear, logical product categories and subcategories.
- Powerful Search: A good search engine with filters and sorting is a must-have. Let people easily find exactly what they’re after.
- Easy Navigation: Use breadcrumbs so customers can see where they are on the site and backtrack if they need to.
5. Mobile-Friendly Website Design- Minimize Product Returns
More and more people are using their phones to shop online, so it’s important that your website works well on mobile devices. Make sure it looks good and is easy to use on smaller screens to prevent frustration and confusion which can lead to returns.
A responsive website ensures that customers can easily browse, search, and purchase products on the go, reducing the likelihood of returns due to inconvenience or difficulties with the website.
Don’t neglect the checkout process – it should be just as intuitive and secure on mobile if you want to minimize abandoned carts and return rates.
6. Transparent Shipping and Return Policies
Don’t hide shipping costs or bury return policies in fine print. Be upfront about everything!
Transparent shipping and return policies are essential for customers who want to know exactly what to expect from their purchase. By providing clear information on shipping costs, estimated delivery times, and return policies, you can set realistic expectations and reduce returns.
Additionally, by offering multiple shipping options and free returns or exchanges, you can build trust with your customers and increase customer satisfaction.
Display shipping costs, estimated delivery times, and your return policy upfront. Offering multiple shipping options caters to varying needs and budgets. Consider providing free returns or exchanges, which can incentivize purchases by reducing the perceived risk.
- Offer Order Thresholds for Free Shipping: Offering free shipping on orders over a certain amount can encourage people to spend a little more (and might even lead to fewer returns overall!).
- Be Upfront About Return Fees: If you charge fees for returns, make sure this is clearly stated in your return policy to avoid unpleasant surprises.
- Outline a Clear Returns Process: Give clear instructions on how to return or exchange an item, including how to request a return, packaging instructions, and available return shipping options.
7. Live Chat and Chatbots
Live chat is a game-changer. It’s like having a friendly salesperson available 24/7 to answer questions and offer guidance. AI-powered chatbots are great too, providing instant support for frequently asked questions and guiding customers through product selection.
Make sure your chat pop-ups appear on product pages and during checkout – those are the times when people are most likely to have questions.
Real-time support can address customer concerns and lower returns due to misunderstandings and miscommunications.
8. Comprehensive FAQ Section- Minimize Product Returns
Create a detailed FAQ page covering all the frequently asked questions about your products, shipping, returns, payment options – you name it.
A well-designed FAQ page can be a valuable self-service resource, allowing customers to find answers quickly and independently, potentially eliminating the need for a return.
Logically organize the information and add categories and a search bar to your FAQ page so people can find the answers they need quickly.
Also Read: Essential Features for an eCommerce Website
9. Order Confirmation and Tracking
No one likes to be left hanging after they hit the “buy” button. Send an email as soon as someone places an order, letting them know everything went through. This reassures customers that their purchase went through and sets the tone for a positive post-purchase experience.
Provide regular updates on the order status through automated emails or SMS notifications, allowing customers to track their package’s journey.
Clear communication throughout the shipping process manages expectations and reduces anxiety, contributing to a smoother overall experience. Informed customers are less likely to initiate returns based on shipping concerns.
Ways to improve the order tracking process:
- Order Tracking Portal: Provide an online order tracking portal where customers can view real-time updates and detailed information about their package’s status.
- Automated Shipment Notifications: Use software to send out shipping email or SMS notifications automatically at various stages of the shipping process, such as when the order ships, is out for delivery or has been delivered, so you don’t have to do it manually.
- Proactively Address Delays: If a shipment has an unexpected delay, don’t wait for the customer to reach out – send a proactive notification explaining and letting them know when they can expect their package.
10. Self-Service Return Portal
Returns happen, so make the process as smooth as possible. Offer a self-service return portal where people can easily start a return or exchange, print out labels, and track the status of their return.
With a returns management system like ReturnGO, you can design a custom portal that’s tailored to your store’s needs. A returns management system also gives you the ability to analyze your return data to identify patterns and areas for improvement.
Also Read: 10 Different Ways to Get More Repeat Business for Your Ecommerce Store
Prevent Returns Before They Happen- Minimize Product Returns
Reducing returns in your online store isn’t a one-time fix – it’s an ongoing process that requires careful attention to detail.
A combination of clear product descriptions, intuitive sizing tools, proactive customer support, and data-driven insights can create a seamless shopping experience that leaves customers feeling confident and satisfied.
Remember, every return is an opportunity to learn and improve. Regularly review customer feedback and return data to refine your strategies and stay ahead of the game.
By creating a shopping experience that aligns customer expectations with reality, you’ll be able
to reduce returns and build a loyal customer base that trusts your brand.
About the Author
Rebecca Fox
Product Marketing Manager, ReturnGO
Rebecca Fox is ReturnGO’s Product Marketing Manager. She is passionate about educating eCommerce business owners on how they can streamline their post-purchase process. Using her experience and industry expertise, Rebecca is committed to helping businesses thrive in the ever-changing world of eCommerce.
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