The return to the checkout: essential for e-commerce

The Christmas holidays are behind us…. Traditionally, this is the time when your warehouse starts to fill up with returns. In this article, we’ll look at why a good returns policy is so important and how to make the returns process run smoothly for your customer.

Returns at checkout: the numbers speak for themselves

Aux États-Unis, le client est roi. On a pu constater que ce roi retourne entre 30 et 70 % de ses produits commandés en ligne, selon le secteur – avec en tête du classement, le secteur vestimentaire (Optoro 2018). L’année dernière, après les Fêtes, pas moins de 90 milliards de dollars de marchandises ont été retournés. Sur le marché européen B2C, ces taux de retour varient entre 25 et 50 %. En Belgique, retourner une commande en ligne est également devenu un sport national. Sept clients sur dix l’ont déjà pratiqué, selon la fédération des entreprises belges Comeos.

Le 3 janvier 2018, le service de messagerie UPS a dû renvoyer jusqu’à 1,4 million de colis dans les États-Unis. Ces retours ont pris de telles proportions que maintenant, au sein du pays, on parle d’une Journée Nationale des Retours. On se demande alors si nous pouvons nous attendre à la même chose en Belgique.

The return at the checkout and other practical tools

Research has shown that 83% of consumers would buy more online if the returns policy was simpler (Reverse Logistics Association), so choose the right packaging material and offer your customers an exceptional service

► 1. Case or crate with a two-way closure

A two-way seal crate or box is essential for any type of online shop. Why? Well, it has two strips of tape. The first is used by your packer to seal and ship the crate. Then the second is used by your customer: if they want to return the package, they simply remove this tape, seal the crate, and return it via courier.

This two-striped crate will make life easier for your customers

because

they can use the same crate and don’t even need the tape anymore. In addition, you can be sure that your product will come back to you in good condition and that you can integrate it back into your online shop. It’s a real winner!

► 2. Returnable pouch

The principle is the same as that of the return crate.This plastic pouch has a double closing strip.

It is

the second one that is used to return an order.This opaque pouch (or shipping bag) is ideal for transporting light and bulky products.Online clothing shops use it most often.These envelopes are waterproof and very strong, as they are made

of

polyethylene.

Since a picture is often worth more than 1000 words, we offer the video below.In 60 seconds, you can see how practical the return closing system can be:

embed div width=”850″ height=”500″]https://www.youtube.com/watch?v=YIXsz4RjVFY[/embed]

► 3 Return label

A return in a crate or envelope is not enough for a successful return. To perfect this operation, it is best to provide your customer with a return label. This adhesive label, which complements the delivery note or invoice, offers an extra service to the customer.

Make sure that

the label contains the return address of the order, so that the customer can simply stick it on their crate or pouch and return it by courier. It is these small advantages that ensure that your customers’ confidence in your organisation grows without ever having met you.