Self-Service Returns: The Path to Customer Empowerment
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Amazon.com has made ease of shopping an art form. Savvy online shoppers can order items in just a few clicks! They’re always looking for the next trendy thing and great deals. But when purchasing is so easy, it increases the chance of impulse purchases and later regret! Not every product is a good fit, and returns are inevitable. This impacts the business’s bottomline, even for behemoths like Amazon.
The beacon of hope: self-service returns!
With just a few clicks on the app, customers can initiate returns for instant refund processing. With self-service comes user convenience as well. And of course, customers tend to opt for sellers that provide convenience.
For today’s tech-savvy customers, retailers must keep up! It’s time to adopt self-service returns. Let’s discover how opting for eCommerce support services and implementing self-service returns can be a game-changer for your eCommerce business.
Let’s get into it.
The Return Revolution: Why Self-Service Is On The Rise
With the digital revolution, everything is available within a few clicks - and customer expectations have risen significantly. Customers expect the use of advanced technology in all aspects of their eCommerce experience, including the return process. Effortless, rapid returns result in hassle-free refunds, and a better overall customer experience.
More Control Over The Return Process
With self-service returns, your customers can initiate returns on their own. They can also mention the reason for returns, their preferred method of refund, and schedule their own pickups. This kind of return service provides your customers more control over the return process. It’s also faster, as they don’t need to wait for a response from your overextended customer support team.
Reduced Wait Times For Refunds
Since self-service returns are faster than traditional return processes involving manual approvals by your team, it also results in quicker refunds. By opting for eCommerce support services and providing automated return mechanisms, retailers can help their customers by minimizing wait time and swiftly releasing refunds.
24x7 Return Options
Self-service returns take place 24x7 which means that customers can request returns anytime, anywhere. Some self-service portals also provide buyers the option to change their pickup address which further adds to the convenience.
Different Ways To Arrange Self-Service Returns
Various technologies exist to enable customers to register their returns themselves. From online portals to self-service kiosks, there are multiple options open to customers.
Online Return Portals
Your customers can easily initiate their own return process using an online return portal. With an intuitive user interface, these portals allow customers to select the items they wish to return, choose the reason, preferred refund destination, and confirm the return. Most major eCommerce platforms, including Amazon and H&M, use these portals. That’s viable because of the sheer volume of sales and returns they process.
Self-Service Kiosks
These kiosks enable customers to return products without having to wait in queues. The customer visits the physical store and accesses the kiosk, which is typically equipped with a touchscreen. The person scans their product receipt and prints return labels, before dropping it off at the kiosk or counter.
Integration With Parcel Carriers
To facilitate self-service returns, retailers may integrate with various parcel carriers. Once the customer submits the return request, a pickup person visits the customer at the given address. The person verifies the product for intact tags of labels, as required, and picks up the product. The refund process is initiated and reflects directly in the customer’s account.
Mobile App Integration
Most brands also offer their customers access to a mobile or web application where they can shop - and return products as well. Using these apps, customers can visit their order history, select the item to be returned, and track their refund, all without having to access a computer.
Such technologies have a positive impact on the customer experience. With self-service returns, customers can retain control over the entire retail engagement, all the way to the return experience. By addressing a real pain point and making returns more efficient, self-service tech increases customer satisfaction and loyalty. In addition, by offering self-service returns, the company demonstrates a commitment to customer convenience. This boosts the brand value as well.
Benefits For Businesses: More Than Just Convenience
We have discussed how self-service returns benefit your customers. Let’s now talk about the benefits of self-service returns to retailers.
Reduced Labor Costs
Self-service returns require significantly less manpower, fewer steps, and less paperwork. Since much of the process is digital and automated, it reduces cost to retailers as compared to traditional return methods.
Improved Operational Efficiency
When retailers opt for eCommerce managed services and facilitate self-service returns, the automation streamlines processes and increases operational efficiency. This results not only in cost saving but also in reduced use of other resources.
Fraud Reduction
When verification processes are also automated, the risk of fraud is mitigated. With foolproof verification mechanisms, businesses can minimize their risk of fraudulent claims.
Data Insights
With each return, a business gains data on what’s working and what isn’t; data that can provide invaluable insights. Using this, sellers can identify patterns in reasons for return, isolating areas for improvement and helping them face fewer returns in the future.
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Increased Customer Retention
By providing customers self-service returns, sellers speed up the overall refund process which makes the shopping experience less risky, and therefore overall for the customer. Customers hence are more likely to return to the brand, which leads to increased customer retention and more profits in the long run.
Brand Differentiation
Easy returns also set a seller apart from your competitors. When sellers prioritize customer satisfaction, it encourages customers to shop more, resulting in better brand value.
Ways To Adopt Self-Service Returns
So how do you implement self-service returns on your eCommerce website or app? Below we will discuss some of the most effective ways to implement self-service returns to your business.
Integrating With Existing Return Management
If you already use some kind of return management system and don’t want to upgrade the entire system, look for eCommerce integration services. Your platform is likely to provide a plugin that you can integrate with your website to access self-service return facilities. An integration partner like Ziffity could help you here.
Third-Party Solutions
Those without an existing system can opt for a third-party self-service return solution. These platforms provide you with a ready-made intuitive interface. You don’t need to develop a platform from scratch or undertake significant investment.
Here’s a few tools you could consider: Loop Returns; AfterShip; ReturnLogic; Returnly; yayloh.
Custom Self-Service Solution
If your business has unique requirements, you may need a custom tech solution. Custom platforms of course require more time, effort, and investment, but may be essential depending on your business demands. You can build your own team in-house or work with an experienced developer like Ziffity to build a platform that suits your business needs.
Getting Started with Self-Service Returns
We’ve discussed the possible solutions that could be used to support self-service returns. But how do you implement them? Here’s a few actionable steps.
a) How does a customer initiate returns? Map out the steps they need to take to complete the return process. Study metrics like processing time and customer satisfaction scores.
b) Let’s say you’re currently managing returns via email. How long does it take for a customer to get a response? Do errors occur? Do emails fall between the cracks? Study the process in all its details.
2. Identify pain points in the process.
a) Once you clearly understand the return mechanism, you need to study it for all its inefficiencies. What is causing friction for customers? What is bothering your team?
b) Some common pain points are: slow approvals; no real-time updates; complex return instructions; and unevenly applied return policies. For example, one executive may accept a return 11 days after delivery, though the return window had closed at 10 days. The next time, another executive may correctly apply the policy, refusing the return. This unprofessionalism leads to a negative experience and loss of repeat business.
3. Determine the desired functionalities, and their budget.
a) Based on the pain points identified, you need to select the key features for the new returns experience. This could be ready-to-print return labels, an online returns portal, or multiple easy-access drop-off locations. You then have to set up a budget to balance functionality with cost.
b) If your customers value convenience, prioritize features like easy-to-print labels. If they primarily want transparency, invest in real-time tracking updates. You won't overextend your resources if you allocate budgets towards the most urgent capabilities.
4. Research available options.
a) What solutions available in the market offer the functionalities you need? Compare vendors and tech partners on key factors. Some of these could be ease of use, scalability, support services, and user reviews.
b) User-friendly plug-and-play third-party platforms with multiple platforms might be suitable options.
5. Select the best fit for your needs.
a) Look for a system that can scale with your business growth. Prioritize one that integrates well with your existing tech. You’ll need to balance other priorities as well, including features, costing, ease of implementation, and existing expertise.
b) Let’s say your business primarily works on BigCommerce. Opt for a self-service return solution that’s known to integrate seamlessly with BigCommerce.
6. Work with an experienced implementation partner.
a) Once you’ve made your decisions, you’ll need to work with an experienced implementation partner. The right partner can ensure the self-service return system is set up smoothly and integrates seamlessly with your existing systems.
b) Your tech partner can guide you through technical setup, integration, and customization processes. This helps ensure that the solution meets your specific needs. They can also provide training to your team.
The adoption of self-service returns is a win-win position, delivering benefits for both retailers and customers. Through self-service returns, sellers can streamline return processes, earn customer loyalty, and earn more profits. Sellers also reduce operational costs and achieve resource optimization.
By choosing professional eCommerce managed services like those provided by Ziffity, retailers can deliver a smooth self-service return experience every time.
Ziffity assists businesses with implementing revolutionary tech processes in their operations. With our tailored solutions and years of expertise, we help you identify pain points and areas for improvement, in order to optimize the return processes.
Contact us today and set your business on the path to maximum growth!
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