Why a Lack of a Post-Purchase Platform Is Costing You Billions in Returns
Returns are an expected part of the eCommerce journey. Their relative presence with online shopping continues to pose a challenge to retailers of all sizes. In fact, returned commerce cost retailers $890 billion in 2024 alone.
Simply put, the key solution is a multifaceted post-purchase strategy rooted in insight from customer behavior and powered by AI that learns from it. Unfortunately, many retailers still struggle in developing a strategy strong enough to close the gap between pre-purchase and post-purchase experiences.
Bracketing
Besides the billions in processing returns, a lack of cohesive post-purchase processes leaves companies vulnerable to fraud, theft, and bracketing (also known as "wardrobing") -- when shoppers purchase multiple variations with the intention of returning the ones they don't like. 60% of retailers reported bracketing as a core problem.
While convenient for customers, this habit can also pinpoint insufficient descriptions of the items being offered. Bracketing fuels confusion and drives up costs, with logistics teams and fulfilment centers feeling the brunt.
Returns Processes That Impact CLV
Are you charging for returns? Is the return window especially short? Do you expect customers to manage all aspects of the process? The post-purchase experience is an invitation to create customer loyalty.
Key Stats
30% of shoppers don't have a printer at home and 74% won't shop from a brand that charges for returns. 83% of brands note "room for improvement" in their post-purchase maturity.
What to Look for in a Future-Ready Post-Purchase Platform
Automation
Investing in a platform with robust tracking capabilities that automatically updates customers in real-time on the status of their orders and returns is a surefire way to remain a preferred retailer. Leading retailers prioritize solutions that empower fulfillment and customer teams with consolidated data across multiple touchpoints.
Revenue Protection
To tackle bracketing, retailers need different approaches pre- and post-purchase. Pre-purchase: adjust product detail pages and tweak size guides. Post-purchase: adjust returns policies to eliminate repeat "bracketers" -- charge for returns once they hit a threshold or send return communications with size guides.
Streamlined and Sustainable Returns
A platform that provides green returns logistics matches the values of the modern consumer. Leading retailers provide a self-service return portal with paperless returns, complete transparency, and configurable return methods -- refund, exchange, or store credit. By providing options, you empower customers and create opportunities to recover revenue.
Flexible Surveys
Adding surveys to post-purchase and returns emails makes a big difference in discovering why customers return items. parcelLab's Smart Survey works in real-time to consolidate 360 feedback, triggered at the perfect moment during the post-purchase experience. These surveys increase repeat purchases by 10%.
Returns Are a Mirror, Not a Burden
Returns are often treated as a necessary evil, but they are a mirror reflecting the quality of the post-purchase customer experience. A poor return experience can be the last interaction a customer ever has with your brand. Retailers who take a proactive and insight-led approach to the returns experience will turn brief losses into long-term loyalty.
Ready to transform your post-purchase experience?
See how parcelLab can help you turn every delivery and return into a loyalty-building moment.