When you have an online shop, you know that returns can be very high. No matter if you write a great description of the products you are selling, add a lot of images and videos, you are always going to deal with high return rates. Sometimes it may be because the item doesn’t fit, it isn’t what the buyer was expecting, or the buyer simply doesn’t like it when he finally receives it. Overall, returns are a part of the business of all online shops and you need to be ready to deal with them.
Discover everything you need to know about product returns.
However, what if we told you that you can take some of these returns and transform them into new sales?
5 Tips To Convert Returns Into New Sales
#1: Show Your Empathy:
Human beings are emphatic. No matter if you are the buyer or the seller, we have empathy. So, when a customer wants to return an item he bought from you, you can surely show your empathy. After all, you need to think that the return isn’t the problem or the main issue at all.
The truth is that most companies tend to deal with returns as a problem and they want to fix it the way they can. However, when you show empathy and concern got the customer and you express your regret for the customer’s work in returning the product, you can be sure that he will come back. Don’t just apologize, truly tell them you are sorry.
Take a look at these quick FAQs on return policy for ecommerce.
#2: Listen And Learn:
Many business owners have a lot of difficulties in listening to their customers. And this makes everything harder and returns to increase.
The truth is that many customers show a real reason to return the products they bought you. It isn’t just a matter of buyer remorse. It’s more than that. And when you are willing to listen to them and their reasons, you can make your product better or improve your description.
Here are 5 ways to limit product returns for good.
#3: Offer Suggestions Or Alternatives:
When you are looking to convert returns into new sales, you wan to ensure that you can offer suggestions or alternatives to your customers. Maybe they need a different color or a different size. Or maybe they’re looking for a better product. When this happens, you should definitely make suggestions and come with alternatives. Just think about this as a new opportunity to sell.
#4: Cross-Sell And Up-Sell:
In case you’re new in the online shopping market, you may not be familiar with these concepts. Overall speaking, you will be offering your customers the possibility to get complimentary products, not substitution ones.
Depending on your store’s return policy, it may be possible to offer in-store credit or gift cards instead of a cash refund. If you must provide a cash refund or credit card chargeback, consider offering accessories or related items to the customer. Without being pushy, mention current specials, best sellers, or other products the customer may need.
Discover how to save money when shopping online.
#5: Exceed Expectations:
You know that a happy customer is a returning customer. So, you should always try to exceed your customer’s expectations, to begin with. While you may have a small business, this shouldn’t stop you.
In case you already tried all the above tips, then just offer the refund. In most cases, the customer will come back since he was treated with respect, listened to, and he even got suggestions and alternatives. But since he wasn’t happy with any of them, he got his money back.