Guide to Retail Returns Management: How Do Top Retailers Manage Returns?

parcelLab's State of Online Order Returns found that 78% of customers have had to return an online purchase, and 92% of consumers indicated that a retailer's returns policy influences their purchase decisions. Retailers can't afford to neglect the returns experience.

How to Efficiently Manage Retail Returns

1. Start with efficient checkout and delivery. Set proper expectations with accurate product photos and detailed descriptions. Offer estimated delivery dates.
2. Offer clear instructions for returns. Make information easy to find -- not buried in an obscure help center article.
3. Implement self-service returns. A portal empowers customers to initiate and track returns on their own.
4. Make returns as easy as possible. 62% of customers are unlikely to shop with a retailer again after a poor returns experience.
5. Offer multiple return options. 47% of shoppers prefer in-store returns, while 34% prefer online.
6. Notify customers at every stage. Communication is the third most important consideration for shoppers regarding returns.
7. Be sustainable. 66% of consumers are willing to pay more for sustainable products.
8. Collect data to improve over time. Returns offer valuable insights to improve products, marketing, and processes.

Efficient returns management is crucial for ecommerce retailers. A smooth returns experience across the entire shopping journey can help you retain customers and build long-term loyalty.