Overview of BigCommerce eCommerce Returns
BigCommerce is a SaaS-based e-commerce platform that offers services, including search engine optimisation (SEO), marketing, hosting, security and online store creation. The company's team of experts provide tools and strategies to help e-commerce stores to maximise their businesses.
As e-commerce is getting more sophisticated, customers want a convenient shipping journey where return services play a vital role. These influence customers' buying decisions and perceptions of the brand. BigCommerce's return services reduce resources and time spent by customers on returns. This shows that the company is committed to its customer care services and their post-purchase experience. The company's return portal enables consumers to submit their return requests. Further, these requests get processed, and customers return their products.
Why do people return products in BigCommerce?
The most common reasons why people return products include defective products, unmet expectations or incorrect fit. E-commerce retailers need to know why customers return products so that they can improve their services and scale their business.
Below are some causes associated with customers' return purchases:
1) Damaged or faulty products
It is one of the most frequent causes online sellers face because products can be damaged during the shipment process. Also, there are times when sellers mistakenly pack the wrong product in the packing stage. This reason makes the buyers request refunds and replacements.
2) Not similar to the product description
Before buying the products, online shoppers go through the product description, including detailed information and photos. They only place the order if they like the product information. Hence, when they get the products and realise that the item doesn't fit its description, then they wish to return it.
3) Poor quality
Poor quality of the products is one of the major reasons that make customers place returns. Online shoppers do not want low-quality products. In the case of dropshipping, operators do not have the opportunity to check and verify the products before their dispatch. Due to this reason, customers want to return their orders.
4) Delivery issues
Many delivery issues, such as in-transit damage, stolen products, late deliveries, etc., leads to return purchases. These issues arise when online retailers are shipping overseas. However, there are many methods to prevent delivery issues. These include selecting reliable carriers, using a tracking system, etc.
5) No longer require the product
Sometimes it happens that customers change their minds about not having the product after receiving it. In this situation, they consider returning the ordered items.
What are the benefits of using BigCommerce for returns?
BigCommerce is a user-friendly platform that offers remarkable features. Returns management is one of these features that makes the returns process hassle-free for the customers. There are many benefits of using BigCommerce for returns. Some of these are discussed below:
1) Builds customer loyalty
BigCommerce aims to build customer loyalty by offering end-to-end returns services. The platform's inventory management system allows online sellers to manage returns. The system provides a stress-free returns process that builds a strong and loyal relationship between customers and e-commerce stores. BigCommerce offers 24/7 customer support so online shoppers can discuss and resolve their returns issues.
2) Support payment gateways
The payment gateways feature of BigCommerce delivers a trouble-free shopping experience to customers. The platform integrates with multiple payment gateways, such as Google Checkout and PayPal. This integration enables shoppers to pay for their orders or get refunds when they apply for a return.
3) Flexible return policy
BigCommerce's easy-to-use returns management interface is an advantage to e-commerce retailers. The platform has created a flexible return policy to handle returns smoothly. This policy explains all the rules for returning purchased services or products. This feature of BigCommerce offers a positive customer experience and builds confidence in businesses.
What are some of the best practices for managing returns on BigCommerce?
Methods for managing returns reduce money and time spent on returns. This improves customers' post-purchase experience and builds confidence in online shoppers regarding the brand. BigCommerce follows the best practices to handle returns. These are as follows:
1) Create a return policy
Bigcommerce has developed a return policy that outlines all the protocols by which consumers can exchange or return unwanted products. Online retailers and shoppers will find this policy on the platform's returns policy page. This page details how BigCommerce manages the returns and shipment process. Also, the policy helps to reduce costs spent on making returns and enhances customers' conversion and confidence.
2) Automate returns services
BigCommerce integrates with leading fulfilment and shipping apps that manage all the shipping needs of online merchants and their customers. These apps streamline and automate shipping services, including returns services. Using these apps, online shoppers can create return labels on e-commerce stores return portals. BigCommerce converts the return process into a self-service return process. It saves online sellers' time and ensures a persistent customer experience.
3) Customer return process
The customer return process allows consumers to make a return request by logging into their accounts on the storefront. After logging in, shoppers have to find the order they want to return and click the Returns Item link. Then, they need to describe the return quantity, reason and action for their request submission. After the request submission, customers will see the Return Instructions and get a confirmation email.
4) Process return requests
Online retailers will see return request notifications on their dashboards when they log into BigCommerce. The platform's View Return Requests page will give all the details regarding the return, such as Return ID, item name, delivery date of the parcel, customer name & order name. Online sellers then decide whether the return is refundable or not. After this, they change the request status to cancelled, pending, received, return authorised, item repaired or request rejected. At last, customers will get an email notification when eCommerce retailers change the return request status.
How do I set up a return policy on BigCommerce?
There are times when customers want to send the products back to online stores. Hence, to tackle this problem, online sellers must have a process to manage returns efficiently. While setting up an online store, sellers must develop a return policy to provide a seamless return experience to customers.
The following points will help e-commerce stores to set up an effective return policy on BigCommerce.
1) Create a comprehensive policy
A return policy with less information complicates the return process. The return process includes arrangements for e-commerce returns, shipping and exchanges. These operations are very complicated. Therefore, a comprehensive return policy enables consumers to understand all the rules before purchasing, which decreases the chances of returns. An easy-to-find return policy ensures the simplicity of the return process.
2) Use simple language
A concise and straightforward return policy grabs the attention of online shoppers. Online sellers should not include unnecessary information in their policies. They should try to write the information in points which makes it easier for shoppers to read and comprehend. Explain every minute detail of the returns process, such as return deadlines, conditions of the return, directions from where return products should be sent etc. Try to avoid legal jargon as it diverts the customers from buying products. Express the conditions of refunds and mention when they can be expected.
3) Set a clear deadline
Most return policies have a specific deadline for returns after the purchase. Traditional retailers have a 30-day time frame, while the deadline should be more realistic for e-commerce stores. Online merchants should set a return deadline according to their stores' sales volume. Many e-commerce businesses provide a deadline of the full year to their customers to send the products back for refunds.
Setting a short return deadline creates a sense of urgency in customers to return the products. Hence, online retailers should offer a flexible return deadline so that consumers can make returns easily. The return policies with a clear deadline result in less number of returns.
4) Make an easy-to-find policy
E-commerce retailers should put their return policies in a visible location on their websites so that online shoppers can find them easily. These policies influence the thoughts of customers who are about to make a purchase. Placing the return policies in hard-to-find locations annoys clients and affects the customer experience. Thus, place the return policies in appropriate places so customers can find them. This also leads to a simplified customer experience.
5) Find who pays for the shipping
Providing free returns enhances buyer satisfaction. But this is not convenient for all retailers. Hence, shipping costs must be considered to know if free returns are possible. Online sellers should mention it in their return policies. Instruct shoppers about the packaging needs for returns.
How does the return management system of ClickPost work?
ClickPost's returns management software enables e-commerce businesses to manage cancellations, refunds and exchanges. It permits consumers to place returns online and automates returns pickup. The platform's software offers a portal for return requests. ClickPost then integrated the portal with its returns dashboard where online retailers can see all the details of returns made by shoppers. Additionally, the software helps to reduce the costs spent on returns-related exceptions.
Below is the procedure followed by ClickPost to manage returns.
Stage 1 - Allows shoppers to place return requests
E-commerce stores integrate with ClickPost to accept return requests from customers. The platform's return policy enables shoppers to automatically place returns online. This ensures a smooth customer return experience.
Stage 2 - Automatics courier selection for reverse logistics
Allow online sellers to select the best courier partners for reverse pickup and logistics. The platform enables them to print and create shipping labels and airway bills. Then, it automatically sends pickup requests to the carrier.
Stage 3 - Pickup exception management
Many pickup exceptions arise when a return order is being picked up. These exceptions can be customers are not available to hand over the products or the agent is not able to find the pickup location. ClickPost automates the return process to handle these exceptions.
Stage 4 - Track reverse orders
ClickPost integrates with leading carriers to track and monitor all reverse orders. This integration reduces stuck inventory and return delays and ensures products are returned to the warehouses.
Managing e-commerce returns is a complicated task. However, with the appropriate reverse logistics system, online retailers can lower the number of returns. They should make a return policy for their stores so shoppers can place returns easily. Moreover, identifying customers' returning and purchasing needs can enable e-commerce businesses to deliver a satisfactory customer experience.