eCommerce Returns in Australia
Introduction
Have you ever seen a return order and gone “Maybe I can profit from this?” We know, it sounds too far-fetched of an idea, doesn’t it? But what if we told you that’s what you can do with your ecommerce returns in Australia?
Today, we’re going to show you how a proper approach to returns management and partnering with viable Australian logistics companies can help you tackle returns more efficiently and potentially drive more business from them!
How Do eCommerce Returns Affect Online Stores?
Let’s clear our basics first. Products sold online don’t always hit the mark. This is when customers are given the option to return an item they believe isn’t up to quality standards or is different from what they ordered like:
- Wrong size/color/model
- Receiving another product entirely
- Damaged product
These are some of the reasons why customers may return a product. So, what does it have to do with your online store? Two things:
- Higher costs
- Added pressure
To send customers a new product, you’re going to spend money on receiving the one they have and shipping a new one. Plus, a delayed or unprofessional returns experience will only hamper your brand reputation.
This adds an extra layer of pressure to ensure that return orders don’t go wrong no matter what. They’re basically the only way to prove yourself after you’ve gone wrong.
Conversely, handling them properly will ensure that your customers are satisfied and make repeat purchases due to more trust in your brand.
Best Ways to Reduce Return Rates
Prevention is always better than cure. Let’s take a quick look at how you can potentially prevent returns from happening in the first place:
- Accurate Product Descriptions: Make sure your product descriptions are detailed and accurate. Include high-quality images, clear dimensions, and customer reviews to help set the right expectations from the start.
- Size Guides: For fashion and footwear stores, providing detailed size guides can help customers choose the correct size, reducing the chances of returns due to sizing issues.
- Clear Return Policy: Be upfront about your return policy. Clearly outline what can be returned, within what timeframe, and how the process works. This transparency can help reduce unnecessary returns.
- Quality Checks: Ensure that products are thoroughly checked for quality before they’re shipped out. Sending out defective items is a guaranteed way to increase your return rates.
Efficient Return Solutions for eCommerce Businesses
Down to the three solutions that can help you handle returns effectively. Take a good look at all three to choose which one can best cater to your business needs in Australia.
Toll Group
Toll Group is an interesting one because they provide online stores inspection, repackaging, and returning products to physical stores or for disposal services. These may work better for those with higher returns but can be used by any online store as well. In fact, you can also leverage their recycling service to be more eco-friendly.
Australia Post
It’s only natural to have the country’s own postal service as well — Australia Post. With a wide range of services designed for ecommerce, you can process returns using 20,000 drop-off locations. This makes returning products more convenient for customers. Real-time tracking further helps you keep customers updated on when they’ll receive their new parcel.
DHL
As a global logistics company, DHL also helps online stores manage their reverse logistics. The platform lets you create a branded returns portal for customers to initiate a return.
You can choose to send a return label with the initial delivery, via mail, or send a barcode for paperless authentication when a customer drops-off an item. Overall, it’s a great digital solution to help customers from the first step of making a return.
How to Make the Most Out of eCommerce Returns
Returns don’t have to be a negative experience — they can actually be a valuable opportunity to grow your business. Here’s how:
- Gather Customer Feedback: Use returns as a chance to get valuable feedback. Ask customers why they’re returning items and use that information to improve your products and services.
- Upsell During the Return Process: When customers initiate a return, offer them an alternative product or a discount on their next purchase. This can turn a potential loss into a future sale.
- Streamline the Return Process: Make the return process as smooth and easy as possible. Consider offering free returns or simple label printing to turn a potentially frustrating experience into a positive one.
Conclusion
Instead of looking at them in a bad light, try changing your returns management strategy. There’s no fixed solution for this so it’s best to connect with a logistic company and see if they can provide a custom returns solution or find one that has all the features your ecommerce store requires. We hope you’ve understood how returns aren’t always bad news for your store and how you can turn them into profits.
