Returns are an inevitable part of running an ecommerce business. Understanding what consumers expect from the returns process is becoming increasingly important for the health and growth of your brand. A robust returns strategy is key for encouraging consumers to purchase from you. According to our study, 2 out of 3 consumers consider a brand’s return policy when purchasing online. This ebook analyzes how effectively addressing consumer expectations regarding the returns process can lead to repeat customers.
This ebook will guide you through customer expectations for returns, including:
While returns may feel like a business setback, they are an important touchpoint for customer retention. 49% of customers become repeat customers after making an exchange or return. Understanding expectations and creating a policy that reflects what customers want is an effective way to create brand loyalty.