The document discusses initiatives undertaken by Flipkart to improve the returns process for sellers. It highlights issues faced related to logistics, fraud, visibility, and communication. It then describes Flipkart's initiatives to address these issues, including improving return tracking and visibility on the seller portal, implementing thermal labeling to prevent lost returns, and deploying processes to check high value returns and prevent theft. The document emphasizes that returns are an important part of e-commerce and building trust with customers.
Ensuring a good product catalog is a necessity to improve a seller’s performance on e-marketplace. In this course you will learn how to make a good catalog.
Ensuring a good product catalog is a necessity to improve a seller’s performance on e-marketplace. In this course you will learn how to make a good catalog.
After completing this tutorial, you will be able to:
Understand Benefits of Product Listing Ads
Explain the functions of the Advertising tab
Create an Ad Campaign on the seller portal
eCommerce Returns – The Most Important Things to Consideri95Dev
Returns leave a significant dent in the retailers balance sheet. In this blog, we discuss the important things to consider while managing eCommerce returns.
Seller How to Increase Profitability by Selling Globally on Amazon - Seller L...Seller Labs
Learn about how Brexit affects Amazon sellers in the US and sellers abroad. Don't let international conversion rate scare you from selling in foreign markets.
Are you looking to expand?
Make sure you are prepared for hidden cross-country exchange rates that can cost you $$$!
Receive the latest information on selling globally on Amazon. Learn about the advantages of selling in multiple international marketplaces. Be aware of exchange rates and how they can make or break your profitability.
What to expect?
- Understand the international landscape and how you can take advantage of it
- Learn how to increase profits while reducing fees selling internationally
- Protect yourself against currency fluctuations
- Learn how to price your products to maximize profitability across international marketplaces
Webinar suspension prevention featuring chris mc cabe - 11.11.15eComEngine
Join Chris McCabe, Amazon Consultant, and eComEngine (makers of FeedbackFive http://www.feedbackfive.com and RestockPro http://www.restockpro.com) for an informative webinar on how to avoid Amazon Seller suspension. Know the facts and stay in good graces with Amazon.
Navigating the Amazon Jungle: Everything You Need to Know to Sell, List, and ...Elite SEM Inc
YOU’VE SEEN THE STATS everywhere you look:
- 72% of people used Amazon when finding products and information before making a purchase in 2017
- 43% of all retail sales in the US were made through Amazon
- Amazon has the second-fastest-growing digital ad business of any publisher in the US
It’s time to start getting serious about the retail behemoth if you haven’t yet. Join SEM and Shopping & Feed experts from Elite SEM, Matt Devinney and Joe Minz, and Brian Roizen from listings and integration platform Feedonomics, to learn:
- What and how to sell on Amazon (hint: it’s not “ALL THE PRODUCTS!”)
- Fulfillment options, challenges, and recommendations
- How to get and optimize listings
- Advertising options: sponsored product ads, headline search ads, and product display ads
- Context for all the jargon you’ve probably heard like FBM, ASIN, ACoS, AMS, and more
How to Leverage your Amazon Holiday Sales for a Profitable 2015 FeedVisor
The selling potential for Amazon sellers is massive over the Holiday Season. But what happens once Christmas ends? How do you carry over your Christmas success?
Did you know that you can use your Christmas sales to advance your sales figures in the New Year?
Join Feedvisor’s Director of Marketing, Shmuli Goldberg, and SellerLabs’ Co-Founder, Brandon Checketts, for expert advice on the strategies you can implement today to ensure your 2014 Holiday momentum carries forward into 2015. They’ll be discussing advanced tactics to increase sales and improve your bottom line.
Webinar Highlights:
- Amazon revenue forecasts for 2015 and what this means for you
- The Amazon Buy Box and its impact on sales
- How to use the Feedback and Pricing metrics to your advantage
- Tactics you can implement today to make more profit
SCREEN THE PROPOSED SOLUTIONS BASED ON VIABILITY,PROFITABILITY, AND CUSTOMERS...Joace Gayrama
THINGS TO CONSIDER DURING A PRODUCT VIABILITY ANALYSIS:
1. Consider product size and weight
2. Consider product fragility
3. Consider skus
4. Consider product lifespan
Cross-Selling & Up-Selling with Miller Heimansarahlmilligan
These slides were originally presented by Rich Blakeman, sales vice president for Miller Heiman, in a presentation, Cross-Selling & Up-Selling:Uncovering Hidden Opportunities, to the San Francisco Chamber of Commerce, Tuesday, July 14, 2009.
Amazon wants sellers to give customers the best possible shopping experience. With that aim in mind, they have enforced performance-based requirements upon sellers that will help them to qualify for more sales.
In this presentation, you will discover:
- The essential metrics for winning the Amazon Buy Box
- What Amazon expects from its marketplace sellers
- How to increase your seller metrics
- How data will help online sellers make informed decisions on pricing and performance
- The future of the Amazon Buy Box
Roll out your Multi Seller Marketplace in no time with StoreHippoBinny Joseph
StoreHippo is a new generation SaaS-based ECommerce platform. Built on the latest mobile-first technology stack, it offers a comprehensive multi-vendor ecommerce solution that can be used by diverse B2B and B2C businesses to create vertical, horizontal or hybrid marketplaces. The marketplaces built on StoreHippo multi-seller ecommerce platform are infinitely scalable and fully customizable. Rolling out a marketplace is easy with StoreHippo and it generates 4X more footfalls and sales as compared to a regular web store.
After completing this tutorial, you will be able to:
Understand Benefits of Product Listing Ads
Explain the functions of the Advertising tab
Create an Ad Campaign on the seller portal
eCommerce Returns – The Most Important Things to Consideri95Dev
Returns leave a significant dent in the retailers balance sheet. In this blog, we discuss the important things to consider while managing eCommerce returns.
Seller How to Increase Profitability by Selling Globally on Amazon - Seller L...Seller Labs
Learn about how Brexit affects Amazon sellers in the US and sellers abroad. Don't let international conversion rate scare you from selling in foreign markets.
Are you looking to expand?
Make sure you are prepared for hidden cross-country exchange rates that can cost you $$$!
Receive the latest information on selling globally on Amazon. Learn about the advantages of selling in multiple international marketplaces. Be aware of exchange rates and how they can make or break your profitability.
What to expect?
- Understand the international landscape and how you can take advantage of it
- Learn how to increase profits while reducing fees selling internationally
- Protect yourself against currency fluctuations
- Learn how to price your products to maximize profitability across international marketplaces
Webinar suspension prevention featuring chris mc cabe - 11.11.15eComEngine
Join Chris McCabe, Amazon Consultant, and eComEngine (makers of FeedbackFive http://www.feedbackfive.com and RestockPro http://www.restockpro.com) for an informative webinar on how to avoid Amazon Seller suspension. Know the facts and stay in good graces with Amazon.
Navigating the Amazon Jungle: Everything You Need to Know to Sell, List, and ...Elite SEM Inc
YOU’VE SEEN THE STATS everywhere you look:
- 72% of people used Amazon when finding products and information before making a purchase in 2017
- 43% of all retail sales in the US were made through Amazon
- Amazon has the second-fastest-growing digital ad business of any publisher in the US
It’s time to start getting serious about the retail behemoth if you haven’t yet. Join SEM and Shopping & Feed experts from Elite SEM, Matt Devinney and Joe Minz, and Brian Roizen from listings and integration platform Feedonomics, to learn:
- What and how to sell on Amazon (hint: it’s not “ALL THE PRODUCTS!”)
- Fulfillment options, challenges, and recommendations
- How to get and optimize listings
- Advertising options: sponsored product ads, headline search ads, and product display ads
- Context for all the jargon you’ve probably heard like FBM, ASIN, ACoS, AMS, and more
How to Leverage your Amazon Holiday Sales for a Profitable 2015 FeedVisor
The selling potential for Amazon sellers is massive over the Holiday Season. But what happens once Christmas ends? How do you carry over your Christmas success?
Did you know that you can use your Christmas sales to advance your sales figures in the New Year?
Join Feedvisor’s Director of Marketing, Shmuli Goldberg, and SellerLabs’ Co-Founder, Brandon Checketts, for expert advice on the strategies you can implement today to ensure your 2014 Holiday momentum carries forward into 2015. They’ll be discussing advanced tactics to increase sales and improve your bottom line.
Webinar Highlights:
- Amazon revenue forecasts for 2015 and what this means for you
- The Amazon Buy Box and its impact on sales
- How to use the Feedback and Pricing metrics to your advantage
- Tactics you can implement today to make more profit
SCREEN THE PROPOSED SOLUTIONS BASED ON VIABILITY,PROFITABILITY, AND CUSTOMERS...Joace Gayrama
THINGS TO CONSIDER DURING A PRODUCT VIABILITY ANALYSIS:
1. Consider product size and weight
2. Consider product fragility
3. Consider skus
4. Consider product lifespan
Cross-Selling & Up-Selling with Miller Heimansarahlmilligan
These slides were originally presented by Rich Blakeman, sales vice president for Miller Heiman, in a presentation, Cross-Selling & Up-Selling:Uncovering Hidden Opportunities, to the San Francisco Chamber of Commerce, Tuesday, July 14, 2009.
Amazon wants sellers to give customers the best possible shopping experience. With that aim in mind, they have enforced performance-based requirements upon sellers that will help them to qualify for more sales.
In this presentation, you will discover:
- The essential metrics for winning the Amazon Buy Box
- What Amazon expects from its marketplace sellers
- How to increase your seller metrics
- How data will help online sellers make informed decisions on pricing and performance
- The future of the Amazon Buy Box
Roll out your Multi Seller Marketplace in no time with StoreHippoBinny Joseph
StoreHippo is a new generation SaaS-based ECommerce platform. Built on the latest mobile-first technology stack, it offers a comprehensive multi-vendor ecommerce solution that can be used by diverse B2B and B2C businesses to create vertical, horizontal or hybrid marketplaces. The marketplaces built on StoreHippo multi-seller ecommerce platform are infinitely scalable and fully customizable. Rolling out a marketplace is easy with StoreHippo and it generates 4X more footfalls and sales as compared to a regular web store.
Flipkart's Definition of return on investment (ROI) encompasses beyond profits made on your investment, with us it's ROI+.
With Flipkart Product Listing Ads the value of your investment means so much more. Return on your investment is just one of things you get. Now you gain new customers that are added to your loyal customer base and your products get noticed by millions everyday hence, your future returns are more
Our first Leeds Online Seller Meetup held on 7th April in Leeds Beckett University was really successful. We had attendance of 20 online
businesses and a representative from local chamber of commerce. There was an interesting mix of businesses selling fancy clothes, books to kitchen doors.
I work with startups, VC and PE funds on daily and I have noticed that despite tones of very good books on lean methods (i.e. Lean Analytics, Running Lean etc.) startups as well as small / medium businesses have problems with applying this knowledge in practice. We have noticed that, especially first time startups, do not really understand their business model (which is totally understandable). That’s why, it is very difficult for them to know what they should concentrate on. Most entrepreneurs / startups have more or less clear business idea but quite often they do not know the business models they have chosen works in practice and they end up learning it the hard way, through their own mistakes. They have even more problems with translating the business idea / business model into coherent Excel model and checking whether the idea is worth trying.
No matter what business you are trying to start it is worth devoting some time and building a financial / business model in the form of Excel. This simple tool will help you estimate the value of your business, see how much cash you need and how your business ideas and KPIs are affecting your business. Once you build the model you can play with it and see how using different assumptions and parameters your profit will change.
Our intention is that thanks to the presentation you will know:
1. what your business model is about, what to concentrate on and what are the key KPIs for you?
2. How you can translate it into Excel and evaluate your business?
3. How to make conclusions on the basis of your business model presented in the form of Excel
In this course I will talk about 4 online business models: e-commerce, marketplaces, SaaS, media site and 2 more traditional ones: restaurant and consulting (service) firm
From Clicks to Bricks: Why Physical Stores Matter Today More Than EverOpenbravo
We are experiencing a growing "clicks to bricks" phenomenon, where pure e-commerce leaders are opening physical stores in an attempt to get closer to their customers and foster loyalty.
How to avoid Cart Abandonment on an eCommerce store?Knowband Store
Is your eCommerce store suffering from increased abandoned carts? Implement these important tips that can help in grabbing more sales and conversions for your online site.
Bridging the Online and Offline: How to Apply Product Thinking to Expanding Y...Aggregage
In a post-COVID world, online retailers are forced to reevaluate their position and address the challenge of adopting new customer experiences. Even brick and mortar businesses are integrating more digital approaches to CX -- testing out loyalty programs and subscription-based models.
The reality is that with the new wave of digital considerations, navigating expansion can be a tricky subject. Companies have to develop new muscles, challenge their existing biases, and “learn as fast as they ship.”
Join John Cutler, Product Evangelist and Coach at Amplitude, for this enlightening discussion on the current state of the ecommerce landscape.
In this session, you will learn:
• How to shift your ecommerce strategy to encompass a more product-based ideology
• How product data can optimize your subscription and loyalty models
• What the major considerations when expanding into new territories are
From clicks to bricks and why physical stores matter more than everElena Martínez
We are experiencing a growing "clicks to bricks" phenomenon, where pure e-commerce leaders are opening physical stores in an attempt to get closer to their customers and foster loyalty. During this webinar, Elena Martínez, Retail Specialist at Openbravo, will explore this concept and the challenges faced while highlighting the benefits of this strategy that is being followed by leading online retailers.
What Will You Learn?
- The motivations of pure online retailers to invest in physical stores.
- Technologies that offer the highest impact on physical stores.
- The main challenges faced in the attempt to bridge the offline with the online.
Here goes a innovative platform that aims to enable a new way of retail to happen. We believe in Green Commerce as the future.
Have a look at our corporate presentation and do not hesitate to get in touch with us.
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RMD24 | Retail media: hoe zet je dit in als je geen AH of Unilever bent? Heid...BBPMedia1
Grote partijen zijn al een tijdje onderweg met retail media. Ondertussen worden in dit domein ook de kansen zichtbaar voor andere spelers in de markt. Maar met die kansen ontstaan ook vragen: Zelf retail media worden of erop adverteren? In welke fase van de funnel past het en hoe integreer je het in een mediaplan? Wat is nu precies het verschil met marketplaces en Programmatic ads? In dit half uur beslechten we de dilemma's en krijg je antwoorden op wanneer het voor jou tijd is om de volgende stap te zetten.
The world of search engine optimization (SEO) is buzzing with discussions after Google confirmed that around 2,500 leaked internal documents related to its Search feature are indeed authentic. The revelation has sparked significant concerns within the SEO community. The leaked documents were initially reported by SEO experts Rand Fishkin and Mike King, igniting widespread analysis and discourse. For More Info:- https://news.arihantwebtech.com/search-disrupted-googles-leaked-documents-rock-the-seo-world/
Kseniya Leshchenko: Shared development support service model as the way to ma...Lviv Startup Club
Kseniya Leshchenko: Shared development support service model as the way to make small projects with small budgets profitable for the company (UA)
Kyiv PMDay 2024 Summer
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Youtube – https://www.youtube.com/startuplviv
FB – https://www.facebook.com/pmdayconference
Discover the innovative and creative projects that highlight my journey throu...dylandmeas
Discover the innovative and creative projects that highlight my journey through Full Sail University. Below, you’ll find a collection of my work showcasing my skills and expertise in digital marketing, event planning, and media production.
Unveiling the Secrets How Does Generative AI Work.pdfSam H
At its core, generative artificial intelligence relies on the concept of generative models, which serve as engines that churn out entirely new data resembling their training data. It is like a sculptor who has studied so many forms found in nature and then uses this knowledge to create sculptures from his imagination that have never been seen before anywhere else. If taken to cyberspace, gans work almost the same way.
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
"𝑩𝑬𝑮𝑼𝑵 𝑾𝑰𝑻𝑯 𝑻𝑱 𝑰𝑺 𝑯𝑨𝑳𝑭 𝑫𝑶𝑵𝑬"
𝐓𝐉 𝐂𝐨𝐦𝐬 (𝐓𝐉 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧𝐬) is a professional event agency that includes experts in the event-organizing market in Vietnam, Korea, and ASEAN countries. We provide unlimited types of events from Music concerts, Fan meetings, and Culture festivals to Corporate events, Internal company events, Golf tournaments, MICE events, and Exhibitions.
𝐓𝐉 𝐂𝐨𝐦𝐬 provides unlimited package services including such as Event organizing, Event planning, Event production, Manpower, PR marketing, Design 2D/3D, VIP protocols, Interpreter agency, etc.
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➢ Vietnam Food Expo with Lotte Wellfood
"𝐄𝐯𝐞𝐫𝐲 𝐞𝐯𝐞𝐧𝐭 𝐢𝐬 𝐚 𝐬𝐭𝐨𝐫𝐲, 𝐚 𝐬𝐩𝐞𝐜𝐢𝐚𝐥 𝐣𝐨𝐮𝐫𝐧𝐞𝐲. 𝐖𝐞 𝐚𝐥𝐰𝐚𝐲𝐬 𝐛𝐞𝐥𝐢𝐞𝐯𝐞 𝐭𝐡𝐚𝐭 𝐬𝐡𝐨𝐫𝐭𝐥𝐲 𝐲𝐨𝐮 𝐰𝐢𝐥𝐥 𝐛𝐞 𝐚 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐨𝐮𝐫 𝐬𝐭𝐨𝐫𝐢𝐞𝐬."
[Note: This is a partial preview. To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
Sustainability has become an increasingly critical topic as the world recognizes the need to protect our planet and its resources for future generations. Sustainability means meeting our current needs without compromising the ability of future generations to meet theirs. It involves long-term planning and consideration of the consequences of our actions. The goal is to create strategies that ensure the long-term viability of People, Planet, and Profit.
Leading companies such as Nike, Toyota, and Siemens are prioritizing sustainable innovation in their business models, setting an example for others to follow. In this Sustainability training presentation, you will learn key concepts, principles, and practices of sustainability applicable across industries. This training aims to create awareness and educate employees, senior executives, consultants, and other key stakeholders, including investors, policymakers, and supply chain partners, on the importance and implementation of sustainability.
LEARNING OBJECTIVES
1. Develop a comprehensive understanding of the fundamental principles and concepts that form the foundation of sustainability within corporate environments.
2. Explore the sustainability implementation model, focusing on effective measures and reporting strategies to track and communicate sustainability efforts.
3. Identify and define best practices and critical success factors essential for achieving sustainability goals within organizations.
CONTENTS
1. Introduction and Key Concepts of Sustainability
2. Principles and Practices of Sustainability
3. Measures and Reporting in Sustainability
4. Sustainability Implementation & Best Practices
To download the complete presentation, visit: https://www.oeconsulting.com.sg/training-presentations
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2. We Are Here For You At Each Step!
Return TAT issues
Lost-in-transit/Mis-ship
Product damage in transit
1
Issues Faced
LOGISTICS
Initiatives Undertaken
Ongoing work to improve visibility and reduce the return Turn
Around Time
Thermal Labelling to prevent lost returns and mis-shipments
Packaging improvements to minimise product damage
Area
It is our constant endeavour to give you the most seamless selling experience. We also
understand that Returns are an integral part of your day to day business, so to help you
manage them successfully, we have undertaken various initiatives.
3. We Are Here For You At Each Step!
Buyer Fraud
Logistics Leakages
2 FRAUD Smart Pickups to ensure right return pickup from customer
FRM process deployed to check high value returns
To prevent RTO pilferage – Primary seal checked across hubs
Issues Faced Initiatives UndertakenArea
4. We Are Here For You At Each Step!
Visibility Issues
Reconciliation Issues
3
Inadequate Communication
to sellers on the return
policy, process, initiatives
and SPF
Issues Faced
4
SELLER PORTAL
COMMUNICATION
Initiatives Undertaken
• Using engaging content
• Creating more awareness through various modes of
communication like Seller Learning Centre, Emails,
SMS, seller portal banners, etc.
Area
Comprehensive redesign of the seller portal to improve:
Visibility of
Return reasons
Return tracking
Return
reconciliation
5. Smart Pickups
Flipkart Initiatives
Smart Pickups
Product Pickups just got smarter!
Now we have:
Intelligent technology driven pickups
Thermal Labelling Seller Portal Improvements
With this, you can:
Ensure that the right product is picked up
from the customer (inclusive of all
accessories and freebies)
The Flipkart Field Executive will do a set of
checks to ensure the right return pickup
6. Flipkart Initiatives
Smart Pickups
What we have done:
Revamped Labelling through the use of
thermal printers, which are being
installed across 300+ hubs of Flipkart
Seller Portal ImprovementsThermal Labelling
How you will gain:
This will ensure that the labels do not
fall-off/get interchanged
This will minimize the instances of
lost-in-transit and wrong return
(mis-shipped return) delivery to seller
Your Product Labels will never be the same again – courtesy, Thermal Labelling!
7. Flipkart Initiatives
Smart Pickups Thermal Labelling Seller Portal Improvements
We know there are concerns that
need to be addressed:
Poor visibility of returns on
the seller portal
Unavailability of regular
reports on returns for
reconciliation
We are redesigning the Seller
Portal for Returns to include
Order management flows
Multiple report generations for
inventory reconciliations
8. Returns is the way of life in e-commerce
Online business is a growing industry. We did some research for you and found out :
This provides you with a tremendous growth opportunity!
Source: www.trueship.com, Comscore 2012 report, PWC report- Total Retail 2015, BCG report- Returns:
The ugly ducklings of retail, www.cmo.com, www.mycustomer.com , www.internetretailing.net,
www.sdcexec.com, www.eurosciencemarketing.com, etc.
Thus, in order to establish customer trust with the platform,
we require a customer-friendly return policy
80% of customers
Are loyal to companies that offer hassle-free
returns
Relation of customer loyalty with Return policies:
92% of customers
Will shop at a store again that offers easy
returns
82% of customers
Won't shop at online stores that don't make
returns hassle-free
9. The Opportunity in Returns!
Why Returns in online business works as a factor of trust:
Trust in E-commerce
Trust is more difficult to build in online businesses and even more critical for
success
Lack of trust is the most significant long-term barrier for realizing the full
potential of e-commerce
Trust for Flipkart
Flipkart has earned the Indian customer’s trust by making his buying experience
memorable every time
Trust enables us to ring in more sales in the form of repeat purchases
How trust in
e-commerce
works in India
Why Returns in online business works as a factor of trust
Thus, a friendly return policy and a hassle-free return process is imperative for e-commerce
10. Returns are a sales enabler!
Want to know why
there is a high volume
of sales on Flipkart?
Because we have a
customer-friendly Return policy!
Do you know what
this means?
Returns are more of an enabler than a
deterrent to doing business online!
11. Posses the potential to develop a sense of trust or authority with
customers as the result of a physical space like a store or office
Can sell a product personally to the customer at a store/shop
Are in a position to give the customer trials at the store
Provide the freedom for customers to touch, feel and try out a product
Trust Factor – online vs offline!
Online and Offline Businesses come with their own benefits.
Let us compare how things work differently in the two:
OFFLINE BUSINESS ONLINE BUSINESSOFFLINE BUSINESS
12. Have benefits such as:
Saving on infrastructure costs (biggest cost saving as commercial spaces cost a lot)
Saving on staff costs
Providing pan India visibility and reach
Providing a wide product selection to customers
Providing convenient customer access, etc.
Have Returns as an integral part of doing business every day
Have Returns as a transition one sees when products are sold online
Trust Factor – online vs offline!
OFFLINE BUSINESS ONLINE BUSINESSONLINE BUSINESS
Online and Offline Businesses come with their own benefits.
Let us compare how things work differently in the two:
13. The Opportunity in Returns!
Online and Offline Businesses come with their own benefits.
Let us compare how things work differently in the two:
OFFLINE BUSINESS ONLINE BUSINESS
So you see, Returns is a cost of business to gain customers’ trust!
14. Creating Awareness through Engaging Content!
Return & SPF policy An extensive list of FAQs Videos Slideshows Infographics
We have created comprehensive content that is available on
the Seller Learning Center to address your returns concerns
15. Online Returns – A Recap
Criticality of Returns for E-commerce Sales Growth!
63% of online buyers look at the Return policy before making a
purchase
If the retailer had a friendly & easy-to-understand Return
policy, ~50% of customers would:
Shop more often with a retailer
Would be more likely to recommend to a friend
Trends:
Online Shopping
Customer
Experience
Easy and
Hassle-free
returns is an
implicit
expectation
from
customers!
Source: Comscore 2012, PWC report- Total Retail 2015, BCG report- Returns: The ugly ducklings of retail, www.cmo.com, www.mycustomer.com , www.internetretailing.net, www.sdcexec.com, www.eurosciencemarketing.com, etc.
Your business needs to be built with returns as a Cost of Business
16. Online Returns – A Recap
Criticality of Returns for E-commerce Sales Growth!
Returns has high value in driving customer loyalty
Hassle-free returns and exchanges rank:
Above average in terms of importance for shoppers
Low in terms of customer satisfaction
Trends:
Online Shopping
Customer
Experience
Easy and
Hassle-free
returns is an
implicit
expectation
from
customers!
Source: Comscore 2012, PWC report- Total Retail 2015, BCG report- Returns: The ugly ducklings of retail, www.cmo.com, www.mycustomer.com , www.internetretailing.net, www.sdcexec.com, www.eurosciencemarketing.com, etc.
Your business needs to be built with returns as a Cost of Business
17. Online Returns – Trends
Global Trends in Product Returns:
Almost one-third of
all Internet sales gets
Returned
Online retail, in general, typically has higher customer
Return rates than average, because:
The customer is not able to touch and feel the product
before they buy
In offline stores, while returning, the store executive
typically acts as a barrier to spurious returns
33%
Source: Kurt Salmon, (Retail Consultancy Firm) findings, PWC report- Total Retail 2015, BCG report- Returns: The ugly ducklings of retail, www.cmo.com, www.mycustomer.com , www.internetretailing.net, www.eurosciencemarketing.com
18. In India, Flipkart is
already setting
Global Benchmarks!
Online Returns – Trends
Comparison of Global Return Rates and Flipkart’s Returns Rates:
~25% 10–15%
5-8%8-12%
Clothing, shoes and jewellery
where there's a fit and trial
element involved in the purchase
General merchandise such
as electronics, house-
wares, etc.
Market Global Rate Flipkart Rate
Source: Kurt Salmon, (Retail Consultancy Firm) findings, PWC report- Total Retail 2015, BCG report- Returns: The ugly ducklings of retail, www.cmo.com, www.mycustomer.com , www.internetretailing.net, www.eurosciencemarketing.com
19. Customer purchase decision based on Returns
Trends:
Relation of customer loyalty
with Return policies:
66%
of customers review an online
store's Return policy before making
a purchasing decision
Trends:
Reasons for Returns:
23%
due to the wrong item
being shipped
22%
due to difference in
product appearance
20%
due to a damaged item being
received
So you see
how Returns
improve
customer
loyalty
and
enables
more sales!
Source: www.trueship.com, Comscore 2012 report, PWC report- Total Retail 2015, BCG report- Returns: The ugly ducklings of retail, www.cmo.com, www.mycustomer.com , www.internetretailing.net, www.eurosciencemarketing.com, etc.