As a Seller, you should not only work towards increasing your sales but also focus on decreasing returns. First, let us understand the reasons why products are returned. Knowing this will help as a Seller to take the right steps to prevent these and enhance revenues from this booming sales channel. Here you go with some key reasons that give rise to product returns:
Customers return items for a wide range of reasons. Let us classify Product Returns into two types:
1. Customer returns: The customer may return the product if:
- Product delivered is not matching with the product displayed and the description mentioned on the marketplace
- Delivery of a wrong product altogether
- Product/packaging is damaged or defective
- Freebies or combo products are missing
- Color, size or fit is not right
- Product is used or expired
- Products failing to match expectations
- Absence of size charts on the product detail page
2. Courier returns: The courier company may return the product if:
- The customer was not reachable in all 3 attempts
- The delivery address or pincode was incorrect
- Customer refuses to accept the order
While customer returns affect your performance and rating and also add to your costs because of reverse shipping fees, courier returns don’t affect your performance.
So, make it a point to look at the reasons why customers return products and make necessary changes such as uploading & updating the size chart or giving detailed product information, specifications and availability of angle-views as there are items that require viewing from various angles.
Be very careful about the key points highlighted regarding customer returns as the consequence is quite evident. The product gets returned straightaway.