New, integrated returns solution for maximum customer satisfaction with returns
Berlin, 26 May 2020 - Even before customers buy something online, many are already thinking about returning their order. How they handle returns is therefore not only a question of organization and logistics for online retailers, but also determines their attractiveness for customers. Returns should be as simple and pleasant as the buying and delivery process. Unfortunately, however, the reality often looks different. Seven Senders, the leading delivery platform for parcel shipping in Europe, now offers retailers and their customers an integrated portal for returns that bundles all steps and creates a valuable new touchpoint in the customer journey.
What customers expect from an online order, they also want from the possible return: easy handling, little effort and transparent status tracking on the website of their retailer. "Returns play a decisive role in the customer journey in e-commerce. If dealers find the right solution for their customers here, they strengthen customer loyalty and increase the return rate," says Dr. Johannes Plehn, founder and CEO of Seven Senders. According to Metapack's whitepaper "Global E-Commerce Consumer Report" published in 2020, 57 percent of all customers who have had a positive returns experience return to the shop. More than half of the global consumers would also buy more from an online shop if the returns process were easier. A solution such as a returns portal, which bundles access to all relevant information about returns, can help here.
Many customers check conditions in advance
Every fifth person plans to return a product after receiving it when buying online. This was the result of last year's study "City, Country, Go" by the E-Commerce Center (ECC) Cologne and Hermes Germany. According to Statista, almost half of the shop visitors also check how the respective retailer handles returns before placing an order and make their own purchase decision dependent on this. Two out of three customers state that they do not order a second time in an online shop where they have found returns complicated.
Flexibility increases customer satisfaction
One of the biggest hurdles when returning a parcel, apart from possible costs for shipping or processing and short deadlines, is the lack of an overview of where the parcel is and how long the process will take. Above all, however, the return should be as easy to handle as the purchase. This also includes the flexible availability of the return note. If customers have to contact a service center first to get a new return note, which sends a corresponding document by e-mail or post, this not only means an enormous effort for the respective dealer, but also frustrates the customer. If, on the other hand, a return slip included in the package is not used, the retailer incurs costs. These can be avoided with the help of a returns portal. Here, customers can create the return slip if required, as well as specify the reason for the return and decide which article of the order they want to return. Customers print out the return slip and then hand in the shipment at a parcel shop of their choice without having to make a special request to customer service.
It is often also planned that the service that delivered a parcel will also transport the return. For customers, this quickly makes returns complicated. 44 percent of shoppers choose a different shipping service provider than the one used for delivery if the latter's acceptance point is easier for them to reach. Leaving customers the choice of which shipping service provider to use to return goods increases the chance that they will use the shop again.
Efficient and customer-oriented: the integrated hub of Seven Senders
With the new returns portal from Seven Senders, retailers are integrating a modern tool for returns into their shop that customers can access directly. By integrating the portal on their own website, customers remain in the shop system even after the purchase. With the help of tracking and notifications, they are also always up-to-date and can check the status of their returns at any time. The portal enables the customer to print return slips easily and only when needed. This not only saves the retailer costs, but also reduces customer service inquiries. In addition, dealers have the option of choosing between different carriers from the network when processing returns.
Further information on the new returns solution from Seven Senders can be found at www.sevensenders.com/de.
About SEVEN SENDERS
SEVEN SENDERS is the leading delivery platform to ship parcels. The company connects shippers with its carrier network of over 100 carriers in Europe, enabling them to use excellent local shipping as a competitive advantage. With additional delivery services such as Claims Center, Insurance, Return Portal and Labels, Seven Senders makes international shipping a simple matter. Automated shipping notifications, tracking and monitoring solutions ensure a transparent shipping process. Monthly reports and analyses enable data-based optimization of international shipping performance. Shippers receive everything from a single source and reduce complexity.
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