How I Learned To Love Returns - Andrew Grant
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Andrew shares his online selling experience about returns and strategies to reduce them.
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How I Learned To Love Returns - Andrew Grant
- 3. Realitycheck 12% 19% • Estimated 12%returnrate • Actual returnrate= 19%!!
- 4. • Outbound postage and packaging – Free/Paid? Cost of Returns £ £ £ £ £ £ • Inbound postage – Free/Paid • Repackaging • Time • Damages? • Revenuereduction
- 6. • Good and bad products • Misleading descriptions • Returnspolicy unclear and restrictive • ‘Must’, ‘must not’, ‘will not’, ‘can’t’ • ‘Quibble’ guarantee • 14dayreturnperiod Step1 - Analysis
- 7. Step2 - Prevention • Stop them happening inthe first place • longer, moreaccurate descriptions • more and better pictures • size guidefor international • drop problem ranges 19% 13%
- 8. Step3 –Clarity+ Simplicity • Clearerprocedure • softer, friendlier language – ‘do’, ‘please’, ‘can’ • no-quibble, easy • Offered FREEPOST address • Extended 14days to 30days 13% 11.5%
- 9. • Market-specific returninstructions • inserted into everyorder • self-service model Step4 –Ease +Efficiency
- 10. • Market-specific returninstructions • inserted into everyorder • self-service model Step4 –Ease +Efficiency -90%• Returnqueries dropped 90%
- 11. • Guaranteedturn-roundtime – 24hours • sent exchangeitems before returnsreceived Step4 –Ease +Efficiency 11.5%11.5% • Increasedreturnwindow from 30 days to 60days • Market-specific returninstructions • inserted into everyorder • self-service model • Returnqueries dropped 90% -90%
- 12. • AmazonUS– veryexpensive policy! • must offer freereturnsfor international purchases • customer-lead: costs variedfrom £2.75to £54! • Problem solved with Ezi Returns • warehouses in Canada and USA • Customer pays domestic postage to returnscentre (Az policy) • £1.50per return • plus cost of consolidation: £2.50 • plus shipping at cost - last time = £17.50 • Produced newreturnslips specifically for USand CanadaCustomers • Similar arrangementfor Europe, via InterculturalElements Step5 - Expansion
- 13. • Which countryhas the highest returnrate? Quick Quiz 37% GERMANY
- 14. • Increasedwindow to 90days Step6 - Experimentation 12.5%11.5%
- 15. • Increasedwindow to 12months Step6 - Experimentation 11.5%12.5%
- 16. • Dropped FREEPOST except for errors and faulty goods Step6 - Experimentation 11.5%11.5% • May reinstate due to new eBay policy better placement in search • Future? lifetime returns window? free international returns? pro-actively encourage exchanges?
- 17. • Prevention – accurate descriptions, good pictures • Transparentand friendlypolicy, no-quibble • Makereturnseasy – includefull instructions inpackage – cut queries, save time • Rapid turn-round-makeit a positive experience • Extended window – doesn’t affect volume • Consider freereturns – eBay policy coming soon • Convert returnsto exchanges – retainprofit Lessons
- 18. Questions?
- 19. EziReturns- US, Canadian and European returnservices http://www.ezireturns.com InterculturalElements - Europeanreturnservices https://www.intercultural-elements.eu/global-international-ecommerce-return-solutions Useful Links